Help Desk Analyst

• Act as the first point of contact for end users via phone, email, chat, and ticketing systems, providing timely and professional support
• Perform initial assessment, troubleshooting, and resolution of technology-related issues in line with service level agreements (SLAs)
• Record, track, monitor, and follow up on incidents and service requests, ensuring accurate documentation and resolution details
• Escalate and coordinate unresolved issues with Tier 2 and Tier 3 support teams following established escalation procedures
• Provide regular updates to end users regarding the status of ongoing and resolved incidents
• Identify and report potential Major Incidents and support the incident management process
• Maintain and enhance knowledge of supported technologies, systems, and applications through ongoing training and participation in improvement initiatives
• Recommend updates and enhancements to knowledge base articles, processes, and tools
• Support the administration and troubleshooting of technologies including Microsoft 365, Exchange Online, Active Directory, Intune, Multi-Factor Authentication, remote access solutions, and other Firm-wide applications
• Participate in technology projects, continuous improvement initiatives, and weekend support rotations as required

• Experience working in a Technology Help Desk or IT Support environment within an enterprise organization
• Familiarity with ITIL best practices and incident management processes
• Strong troubleshooting and problem-solving skills with the ability to drive issues through to resolution
• Excellent customer service and stakeholder management skills
• Ability to learn new technologies and applications quickly
• Strong organizational skills with attention to detail and process adherence
• Ability to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills in English
• Spanish required; Portuguese desirable
• Experience supporting technologies such as Microsoft 365, Exchange Online, Active Directory, Intune, MFA, and remote connectivity tools
• Comfortable working flexible schedules, including shift work and occasional overtime, * Demonstrates strong analytical thinking and the ability to identify root causes and practical solutions
• Learns new technologies quickly and applies knowledge effectively
• Adapts easily to a variety of tasks, challenges, and changing priorities

Dedication

• Demonstrates integrity, accountability, and commitment to delivering high-quality service
• Takes ownership of tasks and follows processes accurately and consistently
• Maintains composure and professionalism when handling complex or high-pressure situations

Personal Impact

• Builds positive relationships through collaboration and effective communication
• Works successfully with global teams and stakeholders across the Firm
• Demonstrates sound judgment and a customer-focused mindset

Humanity

• Treats colleagues and customers with respect and professionalism
• Values teamwork, inclusion, and transparency
• Handles sensitive and confidential information with discretion