About the company
BeyondTrust is the global identity security leader protecting Paths to Privilege™. We are trusted by 20,000 customers, including 75 of the Fortune 100.
About the role
We seek a highly motivated and customer-oriented Service Desk Analyst to join our team. Your primary responsibility is providing technical support and assistance to end users, and managing and maintaining all IT equipment within the office premises.
Responsibilities
- Log and track incidents and service requests in a ticketing system, escalate issues as necessary
- Provide technical support and assistance to end users in person and remotely
- Take ownership of all IT equipment, maintain inventory, track assets, ensure proper functioning
- Coordinate with internal infrastructure for switches upgrades and security operations for firewall upgrades
- Monitor IT systems and networks to identify potential issues and mitigate risks
- Collaborate with third-party vendors for equipment maintenance, repairs, and warranty claims
- Conduct training sessions and provide orientation to new employees on IT systems and software
Requirements
- Bachelor's degree in computer science, information technology, or related field
- Proven experience providing technical support to end users, face-to-face or remotely
- Strong knowledge of IT equipment, including computers (Windows, MacOS), printers, networking devices, and peripherals
- Excellent communication skills with ability to translate technical concepts into non-technical terms
- Familiarity with ticketing systems, incident management processes and asset management, ServiceNow
- Intermediate understanding of Office365
- Proficiency in troubleshooting software, hardware, and network-related issues
- Basic understanding of IT infrastructure and networking concepts
- Strong customer service orientation and problem-solving skills
Nice to have
- Experience working with Endpoint Security Technology
- Logistics Management
- Office 365 certifications
- Claude AI experience
- ITIL Foundation certificate
Conditions
- Hybrid: primarily in Manchester office 3 days a week, other 2 days subject to business needs