Service Desk Analyst 2

We welcome you to join the 'IT Workforce Care Team' as a 'Service Desk Analyst' and become a part of our esteemed organization. The Workforce Care team prides itself on providing unparalleled IT support to the Intuit workforce.

As a Service Desk Analyst II, you will provide technical assistance to users of the organization, responding to their inquiries, evaluating and resolving issues related to IT equipment and applications. Your work will involve providing technical care to all aspects of the information systems unit, including system hardware, operating systems, applications, and networks.

You will work closely with the organization's IT department, providing assistance on work that may be beyond the scope of your expertise. As a Service Desk Analyst, II you will serve as a single point of contact for any system-related issues and provide support relating to common incidents.

Your role as a Service Desk Analyst II is critical in ensuring smooth business operations by resolving any technical issues swiftly and serving as the primary support channel for the organization's IT systems.

You will be expected to be onsite in our Victoria, London office 5 days a week.

Responsibilities

• Act as the primary point of contact for employees, including senior leaders, across phone, email, chat and in person, quickly restoring people to full productivity on laptops, applications and core IT tools.
• Take ownership of issues end to end: follow up proactively on open problems and keep users informed with clear, timely updates.
• Provide advanced support across workforce and business applications, including Microsoft 365, Google Workspace, Zoom, Slack, MDM and Cloud PC solutions, backup tools and IT asset management.
• Set up and configure equipment for new hires so their first day starts smoothly, including confident IT orientation support.
• Solve problems proactively by pointing users to self-help resources, looping in subject matter experts, or connecting the right teams.
• Take small projects from scoping through delivery, and look for opportunities to automate repetitive operational tasks, partnering with leads to bring ideas to life.
• Support small and mid-sized AV events, troubleshooting audiovisual systems in real time.
• Mentor junior colleagues on technical troubleshooting and best practice.
• Follow, edit and start creating knowledge base (KCS) articles, processes, setup guides and runbooks that help the wider team deliver consistent support.
• Build your technical network across engineering and other partner teams, and begin contributing to projects alongside them.
• Use AI-powered tools and knowledge assistants to speed up diagnosis and reduce repetitive manual work, and help identify where the team can bring in more automation.

Qualifications

• Bachelor's degree in computer science or equivalent practical experience.
• 4+ years of experience in IT service desk or onsite technical support.
• Working knowledge of ITSM tools covering incident, request, reporting, knowledge base and CMDB.
• Advanced troubleshooting skills across Windows, macOS, iOS and Android.
• Solid understanding of Active Directory, Microsoft 365, DNS, DHCP, DFS file services, managed print services and core networking concepts.
• Working knowledge of enterprise security tools such as VPN, antivirus, DLP and encryption.
• Experience troubleshooting AV systems (e.g. Poly) and supporting live events.
• Familiarity with collaboration platforms such as Box, SharePoint, OneDrive and Google Drive.
• Comfortable using AI tools and assistants to work faster, and curious to learn new AI-enabled ways of working as they emerge.
• Strong written and verbal communication skills, able to explain technical issues clearly to technical and non-technical audiences alike.
• IT industry certification (e.g. ITIL 4 Foundation, CompTIA A+, or a current Microsoft certification) is an advantage.
• Experience with analytics tools such as Power BI, Tableau or Excel is a plus.

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.