Service Desk Analyst

Insights is a Learning and Development company which aims to change the world through the power of self-awareness. 

Our core purpose is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything they do. Like any brilliant team we’re made up of different people. A career at Insights is about welcoming people for who they are, and supporting their journey towards whoever they want to become.

Across the globe our products help people see themselves and others in a new light, to spark stronger connections in our workspaces and beyond. It all starts within. We're always making sense of ourselves - evolving as we move through life. Discovering our own minds means we're committed to constantly expanding them. And we want to shout about it. We love what we do, and we have fun doing it. That's what makes the magic of Insights. We work in a space where everybody belongs, where you can be unapologetically you.

As a Service Desk Analyst, you will contribute to the successful day to day running of the IT Service Desk globally while proactively supporting the needs of our global organization. Working on a hybrid basis in our Austin office, you will be part of a global team, responsible for ensuring all incidents and requests are resolved for our internal customers.  Responsible for meeting our agreed Service Level Agreements (SLA’s). Identifying and implementing improvements relating to our IT services in line with our customer service excellence standards.  You will be part of a team who are the front face of Enterprise Technology to our business, and therefore an integral part of our business.

What you’ll do to succeed

• Provide and promote first-class, proactive IT customer support
• Collaborate with the wider IT Operational teams on solutions and best practice
• Install and support various business services and desktop applications
• Support your global colleagues in their continued development
• Create, update and support adoption of ITIL based support processes and procedures
• Other reasonable duties as assigned

How will you do this?

• Respond in a timely and professional manner to all customer requests, putting the customer first is key to success in the role.
• Escalate issues where appropriate while maintaining ownership of the initial support request
• Flexible - ability to change priorities quickly, and capacity to handle multiple tasks
• Collaborate and work effectively across internal functional areas as well as with external parties as required
• Participate willingly in the team and keep other team members informed and up to date by sharing useful or relevant ideas and information.
• Adhere to Insights Security and Data Protection policies
• Manage internal stakeholder relationships
• Understand and meet the needs of the business and provide help and support to colleagues as required
• Build relationships with key personnel across the business

How you’ll show up

• Showing up as confident, expert, vibrant and personal in your own unique way
• Self-starter and problem solver - able to work independently but also a strong dependable team player
• Self-motivated, but knows when to seek guidance
• Positive ‘can do’ attitude and work ethic
• Always prepared to ‘go the extra mile' in delivering service on time and to the highest standards.
• Highly analytical, methodical and highly organised with the ability to think clearly under pressure.
• Confident and professional communication skills at all levels throughout the business
• Demonstrates the drive and initiative to achieve personal and team objectives

What you’re great at

• Proven experience operating a Service Desk tool supporting both local and remote users
• Good working knowledge of Windows Operating Systems
• Good working knowledge of Client Anti-Virus Systems
• Good working knowledge of Active Directory and Exchange user administration
• NTFS and File Share permissions
• Local and Wide Area Networks
• Excellent and proven problem solving and troubleshooting experience
• Hardware, software purchase and maintenance
• Familiarity with the ITIL framework
• Documentation of processes, internal & customer facing solutions
• Experience of imaging & configuring Windows laptops\desktops
• Hardware asset management ownership, including shipping and receiving of IT equipment
• Experience of supporting Microsoft based technologies:

1. Microsoft 365 applications
2. Microsoft Intune
3. Azure Active Directory (AAD / Entra ID)
4. Windows 10/11 operating systems

Benefits:

• 22 days holidays/PTO (+10 public holidays)
• 2 days Gift of time/Volunteering and 1 day for job anniversary 
• Private Medical Insurance
• Dental Insurance
• 401k Retirement Plan
• Life/AD&D Insurance
• Short & Long Term Disability
• Health Savings Account
• Vision Plan
• Accident Insurance
• Hospital Plan
• Critical Illness cover
• Employee Assistance Program
• Flexible working

Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.

Our colorful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.

It is in our nature to nurture. We have developed an organization which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.

We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.

Read more about inclusivity at Insights via the vacancy page on our website: https://www.insights.com/inclusively-insights/