Senior Global Service Desk Analyst

The Senior GSD Analyst owns the office network (LAN and Wi-Fi using Meraki), which is the primary focus of the role, together with the planning and delivery of office moves and site setups, printer and peripheral support, and hands-on desk-side support for office users where required. Together, these form the IT & Network Support Engineer scope of the role.

The role also performs Level 3 responsibilities, providing expert-level troubleshooting, escalation ownership, and technical depth across Rimes global operations. It serves as the senior technical escalation point between L1/L2 support and specialist resolver teams, ensuring complex incidents are resolved efficiently while maintaining a high standard of ticket quality, knowledge management, and service delivery. Rimes delivers its technology from its own datacenter and the Cloud, and this role helps keep both internal and external users supported within SLA.

Responsibilities: 

Network & Connectivity (Meraki)

• Own, administer and maintain office LAN and Wi-Fi using the Meraki platform (switching, wireless, dashboard)
• Lead troubleshooting of connectivity issues (VLANs, DHCP, DNS, wireless) and isolate local vs. upstream causes
• Liaise with ISPs on local bandwidth, faults and circuit changes
• Escalate to Infrastructure & SRE with full diagnostics for deeper network or firewall issues
• Plan and implement office network improvements (e.g., VLAN design, Wi-Fi coverage and capacity, switch and access point refreshes)

BAU – Escalation Handling

• Handle escalations from L1 and L2 as the senior technical escalation point
• User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
• Handle SFTP client connection issues and requests

Advanced Troubleshooting

• Expert-level troubleshooting across OS, M365, networking, and endpoint security
• Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing)
• Interpret logs, dashboards, and monitoring tools to isolate root causes
• Lead incident ownership for high-severity or complex cases

Desk-Side & Office IT Support

• Provide hands-on desk-side and in-person support to office users where required (escalated or complex cases): laptops, desktops, peripherals and meeting room equipment
• Support joiner, mover and leaver activity and equipment refreshes, including device build, hand-out and collection
• Maintain meeting room and A/V conferencing equipment in working order

Printers & Peripherals

• Manage printers and MFDs, including supplies, configuration and driver/queue support
• Own vendor liaison and break/fix for printers and MFDs

Office Movements & Site Management

• Lead the planning and delivery of office moves, new site setups and decommissions (devices, network, peripherals, A/V)
• Coordinate with facilities, vendors, ISPs and Infrastructure teams
• Follow established change management processes for site and network changes

End-Point and Patching Management

• Endpoint provisioning via Autopilot, Intune, and PDQ
• Application packaging and patching (e.g., Patch My PC)

Monitoring

• Production Server Alert monitoring
• Foundry High-Severity Alert monitoring
• Monitor office network and connectivity alerts (e.g., Meraki dashboard, Datadog) and escalate per runbook

Hardware Asset Management

• Receive hardware from procurement/vendors; validate completeness (model, serial, quantity, accessories)
• Tag assets and ensure correct unique identifiers (serial number, asset tag)
• Create/verify asset records in CMDB (ownership, location, cost center, warranty)
• Perform initial readiness checks (boot test, battery/charger)
• Act as L3 escalation for hardware tickets (repeated failure, degradation, incorrect assignment)
• Troubleshoot: hardware defect vs. configuration vs. usage-related cause

Software Asset Management

• Validate software requests (title/version, justification, approvals)
• Fulfill approved requests using standard deployment tools
• Ensure license availability before deployment; record assignments in SAM system
• Assign and reclaim licenses from leavers, inactive users, and unused software

Projects & Continuous Improvement

• Lead and execute GSD sprint projects
• Drive automation and continuous improvement initiatives

Qualifications and Required Experience

• Bachelor's degree in Information Technology, Computer Science, or a related course (or equivalent practical experience)
• 5+ years of experience in an IT support role (service desk, desktop/desk-side support, end-user or office support, or similar), including office network support
• Demonstrated experience with Windows OS and macOS troubleshooting
• Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
• Solid experience of on-prem and/or Azure environments (e.g., AD/Entra, Microsoft 365, VPN)
• Hands-on experience administering Meraki (switching, wireless and the dashboard)
• Strong LAN fundamentals and advanced network troubleshooting (VLANs, DHCP, DNS, wireless)
• Experience supporting printers and peripherals in a corporate environment
• Experience with Jira ITSM or equivalent ticketing platform (e.g., Ivanti), with good ticket discipline
• Working knowledge of Jira Service Management (JSM) — queues, request types, SLAs, workflows, and automation rules
• Basic to advanced knowledge of SFTP/FTP file transfer — client configuration, key and credential management, and troubleshooting connection and transfer failures
• Strong communication and customer service skills, written and verbal, including incident documentation
• Ability to work independently, lead complex incidents and escalate when required
• Can do 3x RTO - Hybrid, EMEA Working Schedule 

Preferred Certifications

• ITIL Foundation (v3 or v4)
• Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102)
• Azure Fundamentals (AZ-900)
• CompTIA A+ or equivalent hardware certification
• CompTIA Network+ or CCNA (desirable); Cisco Meraki certification (e.g., CMNO) also valued

Desirable Skills

• PowerShell scripting for automation and diagnostics
• Experience with Intune/SCCM and endpoint management tooling
• Familiarity with Autopilot, Patch-My-PC, PDQ, or similar provisioning tools
• Exposure to Confluence, knowledge base management, or technical writing
• Awareness of SOC2 compliance and IT security governance principles
• Experience managing office moves or site openings
• Familiarity with monitoring tools (e.g., Datadog) and firewall basics
• Experience working in a multi-site team across time zones
• Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)