Global Service Desk Analyst Level I

The role

You will act as the first point of contact for internal IT support through Jira Service Management. You will resolve day-to-day IT issues and provide first-line support for various technologies.

What you will do

• Act as the first point of contact for internal IT support through Jira Service Management.
• 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.
• Provide first-line support for Windows, macOS, Microsoft 365, Teams, SharePoint, OneDrive, VPN, printing and audio/video conferencing.

Required qualifications

• 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.
• 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.
• Understanding of queues, request types, SLAs and workflows.
• Strong written and verbal communication skills.
• Customer-focused, empathetic and disciplined approach.
• Attention to detail and accurate documentation.
• Willingness to follow established procedures and shift requirements.

Nice to have

• 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.
• Awareness of AI-enabled support tools such as Copilot, AI-assisted triage, ticket summarisation and knowledge-base authoring.
• Use knowledge articles consistently, identify gaps and draft or update guidance for recurring issues.

Before you apply

• Only selected candidates will be contacted for interviews.

About the company

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions.