IT Service Desk Analyst

About Alter Domus

As a global leader providing integrated solutions for the alternative investment sector, Alter Domus serves 90% of the top 30 private markets asset managers and employs over 6,000 professionals in 24 countries. The company fosters a distinctive work culture focused on merit-based progression, open communication, and supporting individual career paths.

Role Overview

The IT Service Desk Analyst is responsible for delivering hands-on technical support for laptops, mobile devices, and peripherals. This includes imaging, diagnosing hardware issues, inventory oversight, and troubleshooting on Windows and Mac platforms, ensuring dependable service and high levels of customer satisfaction.

Key Duties

• Troubleshoot and resolve complex IT incidents related to user devices, operating systems, network connectivity, authentication, policies, applications, and peripherals.
• Diagnose root causes differentiating device issues from user account, network, security, or service outages.
• Collaborate with specialized IT groups including Service Desk, Network, Security, and Infrastructure, providing clear technical details and supporting onsite remediation.
• Manage OEM coordination for device repairs under warranty or out-of-warranty, providing initial diagnostics and overseeing repair or replacement.
• Deliver end-user training and guidance to promote understanding and independent resolution of recurring issues.
• Support Field Support Engineers by creating clear, documented technical procedures for recurring fixes.
• Develop and update knowledge base articles, troubleshooting guides, and standard operating procedures to ensure accessible and reusable solutions.
• Identify recurring incident trends and propose improvements to processes, documentation, or escalation procedures.
• Monitor and report on spare parts inventory, alerting for shortages, and assisting in threshold evaluations to maintain service levels.
• Maintain comprehensive ticket documentation for escalation and analysis purposes.
• Provide support during non-standard hours when required for maintenance, upgrades, or disaster recovery exercises.

Candidate Profile

• Proven troubleshooting experience with Windows 11 in corporate settings.
• Strong working knowledge of Microsoft 365 and endpoint management, preferably with hands-on experience in Microsoft Intune or Autopilot.
• Familiarity with Active Directory and Microsoft Entra ID/Azure AD including user and device management, group memberships, and compliance policies.
• Basic networking understanding covering IP addressing, DNS, DHCP, Wi-Fi, VPN, proxy setups, and connectivity testing.
• Ability to analyze error messages and logs systematically for effective diagnostics.
• Excellent documentation skills for coordinating across specialized IT teams.
• Capacity to work independently, make sound escalation decisions, and manage multiple incidents.
• Clear, confident communication capable of engaging both technical teams and end users.
• Adherence to safety and quality standards representing the company’s technology and services.

Desirable Skills

• Experience developing or maintaining knowledge bases, SOPs, or troubleshooting documentation in shared environments.
• Knowledge of conference room and audiovisual equipment support.
• ITIL Foundation certification or equivalent service management credentials.
• Experience supporting macOS alongside Windows environments.
• English language proficiency; additional local language skills advantageous depending on site.

Benefits and Culture

• Comprehensive learning and development programs via the Alter Domus Academy and LinkedIn Learning resources.
• Support for professional certifications such as ACCA and provision of study leave.
• Flexible work arrangements with generous holidays plus an extra day off on birthdays.
• Ongoing mentoring and active social and sports committees.
• 24/7 Employee Assistance Program availability.
• Opportunity to participate in the Employee Share Plan.
• Additional local perks vary by location.

Diversity and Inclusion

The company is dedicated to equity, inclusivity, and creating a workplace where all employees feel they belong. Recruitment and onboarding processes are designed to be accessible, and accommodations are available during hiring to support all candidates.