Global Service Desk Analyst Level I

Responsibilities

• Act as the first point of contact for internal IT support through Jira Service Management, including the portal, tickets, chat and telephone.
• Triage, categorise and prioritise tickets accurately, maintain clear records and resolve or route requests within agreed service levels.
• Fulfil standard requests end to end using documented procedures, including password resets, MFA unlocks, access requests and user account updates.
• Provide first-line support for Windows, macOS, Microsoft 365, Teams, SharePoint, OneDrive, VPN, printing and audio/video conferencing.

Requirements

• Bachelor's degree in information technology, Computer Science or a related discipline, or equivalent practical experience.
• Up to two years of experience in an IT support, service desk, desktop support or similar role.
• Hands-on experience troubleshooting Windows and macOS, with foundational knowledge of networks and remote desktop support tools.
• Basic knowledge of Microsoft 365 administration, including Exchange, Teams, SharePoint, Intune and Entra ID.
• Experience with Jira Service Management or an equivalent ticketing platform, with an understanding of queues, request types, SLAs and workflows.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.
• A customer-focused, empathetic and disciplined approach, with attention to detail, accurate documentation and willingness to follow established procedures and shift requirements.

Preferred

• Familiarity with Intune, SCCM, Microsoft Defender or other endpoint management and security tools.
• Exposure to Autopilot, Patch My PC, PDQ or similar device provisioning and application deployment tools.
• Experience using Confluence, maintaining knowledge bases or producing technical documentation.
• Use knowledge articles consistently, identify gaps and draft or update guidance for recurring issues while providing clear customer updates throughout the ticket lifecycle.

The Opportunity

Join our Global Service Desk as the first point of contact for colleagues across Rimes' global user base. You will resolve day-to-day IT issues, keep users informed and help maintain a reliable, responsive support experience while building broad technical expertise across modern workplace technologies.

Desirable

Awareness of AI-enabled support tools such as Copilot, AI-assisted triage, ticket summarisation and knowledge-base authoring.

Work Life Balance: Flexible hybrid work environment, core hours 2pm – 11pm.

Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.

Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

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