Global Service Desk Analyst Level I

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. 

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. 

Desirable: 

• 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 while providing clear customer updates throughout the ticket lifecycle.