Meltwater Group Looking for Information Technology (IT) Service Desk Analyst at Remote

Meltwater Group; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

Join a dynamic team at an innovative company where you will be the first point of contact for IT support. As a member of the Service Desk team, you will handle ticket triage, troubleshooting, and asset management while ensuring exceptional customer service. This role offers the chance to develop your technical skills in a collaborative environment, with opportunities for training and growth. Enjoy unique perks like a day off on your birthday and an employee equity plan. If you're passionate about technology and helping others, this is the perfect opportunity to advance your career in IT support.

Benefits

Employee equity plan

Day off on your birthday

Maternity and paternity allowances

Wellness allowance

Internet allowance

Brilliant team dynamic

Constant training and development

Open door policy from management

Qualifications

• 1+ year experience in IT troubleshooting and customer-facing roles.
• Strong skills in problem solving, multitasking, and customer service.

Responsibilities

• Provide Tier 1 IT support and manage ticket triage and routing.
• Ensure tasks are completed within Service Level Agreements (SLA).
• Participate in onboarding and offboarding processes for employees.

Skills

IT troubleshooting

Customer service

Problem solving

Analytical skills

Windows OS

Mac OS

Active Directory

Microsoft O365

Cloud applications

Basic Network/VPN troubleshooting

Education

High School Diploma

IT Certifications (preferred)

Tools

Service Desk Ticketing Systems

Intune

Jamf MDM

Azure platform

Job description

Description

As the “front line” of Meltwater IT’s Service Desk, the ITSDA Tier 1 team members will be responsible for immediate ticket triage, categorization, urgency clarification, and routing. Onboarding and offboarding duties, asset management, and some ticket troubleshooting are also part of this role.

Key Responsibilities:

1. Work in a 24-hour shift pattern (rotating 8-hour shift with a 24×7 team) to provide Tier 1 IT support.
2. Triage tickets, initiate troubleshooting, and ultimately route them with the appropriate urgency and categorization as required.
3. Responsible for ensuring assigned tasks are completed within Service Level Agreements (SLA).
4. Escalate tickets as and when required in a timely manner.
5. Communicate initial ticket expectations to employees.
6. Contribute to the onboarding and offboarding process for employees and contractors.
7. Manage the Employee Transfer Process internally for our systems.
8. Administration of Email and Active Directory.
9. Manage shipping and return of available assets from stock.
10. Track all work and document records of action performed.
11. Document resolutions and update Knowledge bases with approval of Tier 1 manager.
12. Participate in all service desk activities with a view to continuously improve service.
13. Provide high level customer service to employees.

Skills & Technology Experience Required:

1. Minimum 1 year experience in an IT troubleshooting, customer-facing role.
2. Ability to effectively manage large ticket volumes.
3. Excellent problem solving and analytical skills.
4. Strong research and troubleshooting techniques.
5. Respond promptly and multitask effectively.
6. Strong customer service ethics.
7. Be a Team Player.
8. Windows and Mac OS experience.
9. Active Directory Experience (create, move & delete users).
10. Experience in Microsoft applications including O365, Exchange.
11. Experience with Cloud apps such as Adobe/Google.
12. Knowledge of Microsoft Word, Excel, and PowerPoint.
13. Basic Network/VPN troubleshooting experience.
14. Experience with Service Desk Ticketing Systems.
15. Exposure to Intune and Jamf MDM environments.
16. Exposure to the Azure platform.
17. Previous experience with On/Off boarding processes (preferred).
18. Knowledge of the ITIL Framework (preferred).
19. Experience supporting Telephony Systems and IM systems (preferred).

Benefits of working at Meltwater:

1. Employee equity plan.
2. Day off on your birthday.
3. Maternity and paternity allowances.
4. Wellness allowance.
5. Internet allowance.
6. Brilliant team dynamic.
7. Constant technical and soft skills training and development.
8. Open door policy from the management team.