Service Desk Analyst @ Diligent Corporation

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Position Overview:

Our BTS Department is responsible for supporting office desktop and video conference operations in global Diligent offices. Under guidance from the Service Desk Manager, the Service Desk Analyst will be responsible for planning, implementing, and maintaining desktop infrastructure within Diligent’ s day to day operations. The role is responsible for overall customer satisfaction as it relates to IT support and requires influence within other IT areas.

This role requires strong analytical, communication, and customer service skills and demonstrated drive and willingness to grow within the organization. We are looking for a highly motivated self-starter who can work independently and as part of a global team.

Key Responsibilities

Provide IT support in person and via phone for the organization’s employees, including setup and training.
Identify, troubleshoot and solve problems that affect the desktops, laptops, tablets and mobile devices across the firm.
Support global projects, adopting leading technologies to continuously improve and innovate our processes at Diligent.
24x7 on-call escalation is periodically required and additionally, projects may require after hours and weekend support.
Administer MS Office, MAC and MS Windows desktop and laptop software.
Perform administration tasks on Windows servers (using Active Directory) and cloud-based systems such as Office 365.
Monitor and update problem ticket management system to meet or exceed BTS KPIs.

Required Experience/Skills

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.
Degree in Computer Science/ Engineering/ Information Technology preferred.
ITIL Certification a plus.

FLSA Status: Non-Exempt

U.S pay range

$60,000—$68,000 USD

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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

_{We are a drug free workplace. 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 Know Your Rights. 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].}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}

Compensation Overview

6 month growth

1 year growth

2 year growth