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IT Service Desk Analyst, Tier 2

  • London +3 more
  • London +3 more

Information Technology (IT) ServiceDesk Analyst. Tier 2

Job Purpose 

As part of Meltwater’s Global IT Service Desk team, the Service Desk Analyst, tier 2 role has a primary responsibility for implementing and supporting the information technology, hardware, and software applications used by Meltwater employees in performing their jobs. You will provide Meltwater Employees with the technology required to complete their job, ensuring all employee equipment is working as designed, and monitoring core IT systems. 

Key responsibilities:

  • Provide 2nd line support for all Meltwater IT infrastructures.  
  • Acknowledge and act upon escalations handed over from the Tier 1 team. 
  • Provide system, application, and mobile support for all Meltwater employees. 

  • Helping (as necessary) Tier 1 manage Meltwater IT Assets for all employee equipment, including onboarding and offboarding processes.  

  • IT asset procurement as needed. 

  • Ensuring all office equipment like printers, tablets and AV equipment is working and available in Meltwater Offices. 
  • Serving as the face of IT to Meltwater employees if issues are escalated to you. 
  • Serving as the voice of the user inside IT  

  • Develop and maintain knowledge base articles for end users, team members and colleagues. 

  • Collaboratively work with Tier 1, Tier 3, Solution Delivery, Security, PMO and other Service Desk team members to accomplish similar goals. 

  • Be a technical and process mentor for the Tier 1 team providing proactive guidance and support as needed. 
  • Be involved in projects related to the Meltwater IT Service Desk Team, whether it be from a design, research, implementation or testing perspective as directed by the IT Service Desk Manager and the IT PMO 
  • Embody Meltwater’s culture 

  • Other duties as necessary. 

Skills & Requirements

Required skills:

  • Documentation by default: You naturally understand that tickets and lists need to be kept up to date in as close to real time as possible with as much information as should be shared and expect the same from others on your team.

  • Collaborative, helpful, understanding personality with patience: You aren’t just going to go through the motions with employees when helping them (“did you restart”?), you want to better understand the issue and help them in detail. 

  • Taking ownership and responsibility: You don’t just start something; you see it through to a real conclusion and are proud of what you’ve done. You don’t just close a ticket after 1 test, you ensure a thorough and complete solution and a happy employee, or a thorough handover to another team member before the ticket gets closed. 

  • Communicative: A key for any team member at Meltwater is to ensure that your team and manager are always informed. The Service Desk Analyst must also ensure that your colleagues and customers (Meltwater employees) feel heard, informed, and never believe their communication is going unheard. You have the ability to communicate fluently about IT issues, problems, and corrective steps, even when working with Meltwater employees with limited IT experience or understanding. 

  • Trustworthy: While you will have supervision and guidance, you won't be micromanaged. You will be expected to own and complete tasks with deadlines on your own. 

Technology experience required:

This role requires a minimum of 3 and a maximum of 6 years of experience in an IT helpdesk or service desk environment featuring a majority of the technologies outlined below

  • Significant experience and knowledge supporting software such as: 

  • Windows 7 & 10 

  • Mac OSX including the very latest operating system version 

  • Office 365  
  • Microsoft Word, Excel, PowerPoint and Outlook Desktop Apps 
  • Google Apps 

  • Apple iOS  

  • Android 

  • Slack 
  • Zoom 
  • Mimecast 

  • Ability to support technologies and hardware including: 

  • Apple 

  • Lenovo 

  • HP 
  • Dell

  • Mobile devices 

  • Printers and Scanners 

  • Audio/Visual Systems 
  • Network Systems – Cisco and Meraki 

Additional technology experience enhancing success:

  • Exposure to: 

  • Azure AD and Microsoft Active Directory 

  • Microsoft InTune and Jamf  

  • Supporting a Telephony system 

  • VPN 

  • Certificate Services 

  • DNS 
  • Atlassian technologies 

  • A degree, or certifications, preferably in a Computer related field, or equivalent experience 

  • Experience with IT Service Desk Tools 

  • Knowledge and understanding VoIP Telephony Systems  

  • Microsoft Windows Server administration on Windows Server 2012, 2016, or 2019  
  • Microsoft Azure knowledge 
  • Knowledge of various scripting languages  

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

Have a look at what life is like at Meltwater. We are more than 1500 people across the globe, so there is a lot going on. To learn even more about who we are and what we do, visit our company profiles on Xing, LinkedIn, Facebook, and Twitter.

Neha Garg | Contact Person

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Meltwater IT

London +3 more
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