Associate Service Desk Analyst
Diligent Corporation · London, England, United Kingdom ·
- Work mode
- Hybrid
- Category
- Support
- Experience
- 0+ years
Entry-level IT service desk role supporting Diligent employees in a hybrid London setup: troubleshooting hardware, software and network issues, managing tickets end to end, escalating complex problems, and contributing to knowledge base documentation. Core tech includes Windows, macOS and Office 365.
Position Overview:
As an Associate Service Desk Analyst, you’ll be one of the key people helping our employees get the most out of their technology. You’ll provide friendly, reliable technical support, troubleshoot hardware, software, and network issues, and make sure problems are resolved as smoothly and quickly as possible.
You’ll manage incidents from start to finish, keeping users informed along the way and making sure more complex issues are escalated to the right teams when needed. You’ll also have the opportunity to contribute to improving our IT processes, documentation, and knowledge resources, helping us continuously improve the support we provide.
We’re looking for someone who enjoys solving problems, helping people, and learning new things. Strong analytical, communication, and customer service skills are important, as well as a proactive attitude and the motivation to grow your career within the organization.
You’ll work both independently and as part of a global team, so being comfortable collaborating with people across different locations and teams is key.
Key Responsibilities
- Deliver comprehensive onsite and remote technical support, ensuring rapid resolution of hardware, software, and network issues to maintain optimal business continuity and user productivity.
- Proactively manage and update service tickets throughout the incident lifecycle, leveraging advanced troubleshooting skills and maintaining clear, professional communication with stakeholders at every stage.
- Demonstrate in-depth proficiency with Diligent’s core technologies—including Windows, Mac OS, and O365— applying best practices to resolve complex technical challenges and enhance the end-user experience.
- Serve as a subject matter resource for both hardware and software support, collaborating with crossfunctional teams to drive continuous improvement in IT service delivery.
- Actively contribute to the development and maintenance of knowledge base resources, synthesizing insights from support interactions to empower team learning and elevate organizational knowledge management.
Required Experience/Skills
- 0-3 years of experience in a Windows Enterprise Environment supporting Desktop, Mobile and Wireless devices
- Experience with and understanding of office technology, cloud systems, desktop support, networking, printers, etc.
- Proficient in PC operations, MS Office applications with strong Windows and Apple desktop support skills
- Strong communication skills and ability to communicate at technical and business levels. Able to communicate and present situations / status to senior management
- Experience relaying sensitive information to appropriate parties. Keeps clients, superiors and peers updated based on their information needs
- Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction
Preferred Experience Skills
- Degree in Computer Science/ Engineering/ Information Technology preferred
- ITIL Certification a plus
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
Learn more at diligent.com or follow us on LinkedIn and Facebook
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and US EEOC’s Know Your Rights. We are a drug free workplace.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].