Service Desk Analyst

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio. Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself. The Role We seek a highly motivated and customer-oriented Service Desk Analyst to join our team. In this role, your primary responsibility is providing technical support and assistance to end users. Additionally, you will be responsible for managing and maintaining all IT equipment within the office premises. Your role will also involve translating non-technical difficulties into technical language for the technical teams and coordinating with third-party vendors for equipment maintenance and warranty claims. You will primarily be required to be in our Manchester office 2 days a week. The other 3 days will be subject to business needs. What You’ll Do Incident and Request Management Log and track incidents and service requests in a ticketing system, ensuring accurate and up-to-date information. Escalate issues to appropriate teams if necessary and follow established processes for incident resolution and request fulfilment End User Support Provide technical support and assistance to end users in person and remotely, ensuring timely resolution of IT-related issues and inquiries IT Equipment Management Take ownership of all IT equipment in the Manchester office, including computers, printers, network devices, and peripherals. Maintained an inventory, tracked assets, and ensured proper functioning and maintenance of all equipment Coordination with internal infrastructure to perform any switches upgrade, internal security operations to perform firewall upgrade when required Proactive Monitoring Monitor IT systems and networks to identify potential issues, proactively mitigate risks, and ensure optimal system performance Vendor Coordination Collaborate with third-party vendors for equipment maintenance, repairs, and warranty claims. Coordinate and follow up on service requests, ensuring timely resolution and satisfactory service delivery User Training and Onboarding Conduct training sessions and provide orientation to new employees on IT systems, software, and best practices to enhance user knowledge and productivity What You’ll Bring A bachelor's degree in computer science, information technology, or a related field experience Proven experience in providing technical support to end users, face-to-face or remotely Strong knowledge of IT equipment, including computers (Windows, MacOS), printers, networking devices, and peripherals Excellent communication skills with the ability to translate technical concepts into non-technical terms for users Familiarity with ticketing systems, incident…