Service Desk Analyst (Level 1)

The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all internal customers and support a variety of assets, products, services, and platforms, acting as a single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills they can determine the full scope of the user’s issue and how to resolve it. Exceptional standards of customer service achieved by acting in a proactive manner with strong commercial awareness. The Service Desk Analyst can work independently and as part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction.

 

Reports to: Service Desk Lead – Americas

Office location: This hybrid position is based in our Mexico City office, located in the Santa Fe area, 3 days per week.

Coverage expectation: Full-time local Service Desk coverage in the Mexico City office (40 hours/week). This role will support the local Mexico City office in Spanish while also collaborating with regional/global teams where English is the primary working language. 

Core Responsibilities:

Incident & Service Request Management

Responding to requests and meeting SLAs

Asset Management & Configuration:

Maintain the Asset Register for tracking, logging and correcting information to protect the organisation’s software and hardware assets & components.

Continual Improvement:

Adopts & engages with agreed processes and new process improvements. Feeds into process efficiency and common ways in which processes are improved and optimised. Can spot or identify obvious issues with current processes for improvements.

Customer Service Management:

Resolves user requests & support tickets. Empathises with the end user and has a strong commercial awareness. Use customer-focused metrics to achieve a satisfactory outcome. Builds relationships with colleagues across the organisation.

Problem Management:

Demonstrates an understanding of and can identify problems, analysing and helping to identify the appropriate solution and understanding the root cause. Can classify and prioritise problems, document their causes and implement remedies. Reduce the frequency & impact of incidents.

Ownership & Initiative:

Owns an issue through to mitigation or resolution, escalating if additional support is required.

Service Focus:

Has a good understanding of our different Technical & Digital products and services to provide support to our end users.

ITIL Framework:

Understands and has practical application of ITIL service management framework principles and processes and how they are applied in our environment.

Service Reporting:

Foundational use of reports to understand Key Performance Indicators (KPIs) in our products or services.

User Experience:

Puts users first, prioritises their needs while managing competing priorities. Understands users, identifies who they are and what their needs are. Has a strong commercial awareness and analyses user requirements/issues to propose solutions to resolve those needs for internal & external users. Ensuring colleagues can work anywhere and have a consistent experience. Provide VIP support for the Leadership team.

Technical Responsibilities:

· Provisioning hardware and software for our End Users and ensuring secure connectivity to our systems and networks.

· Providing technical support for hardware, software, access and connectivity issues by answering technical queries and assisting users

· Administration and maintenance of approved software systems that Tech Services have responsibility for.

· Applying operating system and application updates, security patches and configuration changes

· Ensuring appropriate accessibility by updating user account information, resetting passwords, and ensuring roles-based access where applicable.

· Managing access to systems including the Microsoft 365 portfolio

· Responsibility for documenting the configuration of our systems.

· Managing access to information and controlling access to that information.

· Policy implementation to monitor and enforce compliance across the organisation; ensuring work is carried out in line with security best practices.

· Avoiding service interruptions or outages by performing system installations, updates, and maintenance procedures.

· Responding to alerts raised by end point protection systems and Security Operations Centre (SOC).

· Ensuring work is carried out in line with security best practices.

· Managing and maintaining meeting room technology and equipment.

· Foundational administrative knowledge of Active Directory, Windows OS, Microsoft 365 Admin, Halo ITSM Platform, Intune/MEM, Mimecast, Webroot. Can resolve most known support tickets.

· Foundational knowledge of Crowdstrike & Google and can perform basic support and administration tasks.

Requirements

• Excellent communication skills – both verbal and written.
• Fluent spoken and written communication skills in both English and Spanish.
• Excellent organizational skills with the ability to manage responsibilities and respond to internal and external requests in a timely manner, and multi-task, as required.
• Proactive and takes accountability.
• Demonstrated experience of providing high quality customer support.
• Demonstrated experience supporting Microsoft Office 365
• Experience troubleshooting web application and network connectivity issues.
• Experience of troubleshooting Windows 11.
• Familiarity with Microsoft 365 Copilot and responsible AI practices
• ITIL5 Foundation certification or CompTIA A+ certification

Preferred / Development Expectations

· Already holds a HALO Foundation certification.

• If not held at start, you may be expected to complete the Halo Foundations Course after joining as part of your development plan. 

Benefits

Why work for Euromonitor?

Our values

• We act with integrity
• We are curious about the world
• We are stronger together
• We seek to empower
• We find strength in diversity

International: not only do we have a very multinational workforce in each office but we are all dealing with our 16 offices worldwide on a daily basis. With 16 offices globally there are regular opportunities for international transfer.

Hardworking but sociable: our staff know how to work hard but also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of sports and other groups to be involved with.

Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.

Excellent benefits: we offer highly competitive salaries, healthcare insurance, food vouchers, saving fund, plus generous holiday allowances and in many offices a Core Hours policy allowing flexible start and finish times to each day.

Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.

Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.

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