Agentic Workplace Service Desk Analyst- Onsite

JOB PURPOSE

We are seeking an Agentic Technology Service Desk Support Analyst to accelerate adoption of AI, automation and agentic technologies across the digital workplace. We are aiming to be the leaders in the agentic workplace space, and we have a very engaged workforce expecting us to deliver best-in-class tooling to leverage maximum value.

This position is designed to support the user base in the US and assisting UK/NL, offering best in class Digital Workplace services.
This position supports the day to day running of the company s Digital Workplace and the implementation of new IT systems and policies for end-users in the Central entities
This position offers support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
This position will form an integral part of the internal face of IT and as well as the point of contact for the rest of the department: engineering, project teams, User Experience to provide guidance and knowledge transfer to allow the delivery of high-quality services to the business.

KEY ACCOUNTABILITIES
Serve as the first point of contact for customers seeking technical assistance, responding to queries via chat, email, or phone and face to face interactions
Perform remote troubleshooting through diagnostic techniques
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in the ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Run reports to analyses common complaints and problems, identify and suggest possible improvements on procedures
Training other staff members on troubleshooting and diagnosing problems
Executive Support

KNOWLEDGE & EXPERIENCE
ESSENTIAL SKILLS & ABILITIES:

Sound understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
Excellent IT skills and computer literacy
Excellent organizational and collaboration skills
Outstanding written and verbal communication skills
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
Strong interpersonal skills and ability to effectively communicate with users across the organization
Knowledge of AI products and how they work and should be used Co-Pilot/Co-Work, Claude, Gemini, PowerApps / Power pages
Excellent team player
Knowledge and Skills in Microsoft Products, including but not exclusive to Intune (Windows/MAC/iOS/Android), Teams, Office 365, OneDrive, SharePoint Online, Exchange Online, MAM, MDM, Autopilot, Defender.
Knowledge/Experience of Dynamics 365 / ITSM Ticketing platforms
Knowledge/Experience of Microsoft Teams Room (MTR) hardware, configuring and supporting
Knowledge of Papercut for Printing, troubleshooting, configuring and supporting.
Knowledge of Kiteworks, BitLocker, Active Directory, Azure, MFA
Learning, experimentation and continuous improvement.
Exceptional problem-solving capability with a track record of resolving complex technical challenges that span multiple technologies, teams or domains.
Previous experience of working in an IT support role
Previous experience within a customer service role