FAQs
What is the primary responsibility of an IT Service Desk Analyst?
The primary responsibility is to act as the point of guidance, direction, and escalation for the team, providing timely support and managing day-to-day ticket management using ServiceNow.
What qualifications are required for this role?
A diploma or bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education, along with at least 4 years of experience in a Service Desk or Technical Support role, is required. Experience in the financial industry and global team experience is a plus.
What technical skills are needed for this position?
Excellent knowledge of Windows 10 and experience with Active Directory, Azure, Intune, O365/OneDrive, ServiceNow, and SCCM are essential. Experience in remote support and corporate video conferencing solutions like Cisco, MS-Teams, and Zoom is also required.
Is this role an on-site position?
Yes, this position requires a full work on-site arrangement.
What is the work schedule for this role?
The Service Desk Analyst must be able to work on a shifting schedule (APAC/EMEA coverage) from Monday to Friday.
What kind of support will the analyst provide?
The analyst will provide best-in-class customer service and desk-side IT support through various channels, including chat, phone, email, and remote access tools.
Are there opportunities for career growth within the company?
Yes, Partners Group offers challenging and rewarding career opportunities within a growing company, as well as mentorship and on-the-job training.
Does the company provide any employee benefits?
Yes, the company offers professional development opportunities, a one-month sabbatical after every five years of service, an education assistance program, and team events, including volunteer opportunities.
How does the role involve collaboration with other teams?
The analyst will collaborate to promote best IT security practices, liaise with third-party vendors, and share knowledge with colleagues across the company.
What personal attributes are desired for this role?
The ideal candidate should have a strong commitment to customer service, excellent communication skills, the ability to manage relationships with stakeholders at all levels, and a passion for problem-solving and the IT field.