Multimedia Service Desk & Operations Analyst

JPMorgan Chase & Co.; Ireland; On-site; EUR 40,000 - 60,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Multimedia Service Desk Analyst to support multimedia and collaboration platforms, driving operational excellence and user experience improvements.

You will partner with internal teams, vendors, and stakeholders to ensure service alignment with standards and manage incidents, documentation, and runbooks. The role emphasizes data-driven insights, KPI tracking, and risk/control compliance support, with opportunities for growth in a dynamic Workplace Services Operations

Qualifications

• Experience supporting multimedia, AV, conferencing, or collaboration tech ops.
• Strong analytical skills with ability to produce operational reports.
• Solid incident management and escalation coordination experience.
• Excellent documentation and process discipline.
• Effective communication across teams and vendors.
• Familiarity with risk, controls, compliance, and audit support.

Responsibilities

• Provide day-to-day operations support for multimedia and collaboration platforms.
• Triage incidents, troubleshoot, coordinate maintenance and escalations.
• Monitor user experience, document issues, and drive timely resolutions.
• Maintain runbooks, knowledge articles, and SOPs.
• Produce dashboards and performance summaries for leadership.
• Track KPIs and SLAs, provide improvement recommendations.
• Support vendor performance management and SLA adherence.
• Coordinate with product IT and business stakeholders for rollouts.
• Participate in operational forums to share best practices.
• Support audit readiness by organizing artifacts.

Skills

Operational support

Analytical skills

Incident management

Documentation

Stakeholder management

Risk & controls

Tools

Automation tools

Job description

JPMorgan Chase & Co. seeks a Multimedia Service Desk Analyst to support multimedia and collaboration platforms, driving operational excellence and user experience improvements.

You will partner with internal teams, vendors, and stakeholders to ensure service alignment with standards and manage incidents, documentation, and runbooks. The role emphasizes data-driven insights, KPI tracking, and risk/control compliance support, with opportunities for growth in a dynamic Workplace Services Operations