IT Service Desk Analyst

What do you need to know about us

M+C Saatchi Performance is an award-winning global digital media agency, connecting brands to people. We deliver business growth for our clients through effective, measurable, and evolving digital media strategies

Role Summary:

We are seeking an IT Service Desk Analyst to deliver high-quality first-line technical support across the business.

As an IT Service Desk Analyst, you will be working in an ITIL aligned environment providing a range of support to desktops, laptops, mobiles, tables and printers and a range of hardware and software applications while ensuring excellent customer service and adherence to SLAs

This role is an opportunity for you to grow and develop your experience in 1st and 2nd line support within a large environment across both Mac and Windows technologies.

Key Responsibilities

• Provide first-line IT support via phone, email, in-person, and ITSM tool (Freshservice).

• Log, prioritise, resolve, and escalate incidents and service requests as required.

• Take ownership of user issues and manage them through to resolution.

• Administer Active Directory (user accounts, groups, password resets).

• Support end-user hardware, software, AV, video conferencing, and mobile devices.

• Assist with VPN, remote access, and network connectivity issues.

• Liaise with vendors and external support providers when necessary.

• Maintain documentation and knowledge base articles.

• Communicate clearly with users on incident progress and resolution.

• Perform ad-hoc IT tasks as assigned by IT Management.

What we're looking for

• Minimum 2 years experience in an IT Service Desk or similar support role.

• Strong troubleshooting and problem-solving skills.

• Good understanding of PC/Mac hardware, operating systems, and networking basics.

• Experience using IT ticketing / call logging systems.

• Excellent verbal and written communication skills.

• Customer-focused, proactive, and a strong team player.

Technical Skills

• Windows 10/11, macOS

• iOS & Android device support

• Active Directory & Microsoft 365

• MDM (Intune)

• AV & video conferencing systems

• VPN & remote access (FortiClient)

• Networking: LAN/WAN, Wi-Fi (Meraki)

• Endpoint & email security (Sophos, Mimecast)

• Secure file sharing (Egnyte)

• Service Desk tools (Freshservice)

SHIFT PATTERNS

Four shift patterns working between the hours of Monday – Friday

• 03:00AM – 12:00PM IST (AUS Shift)

• 09:00AM – 06:00PM IST (APAC Shift)

• 02:00PM – 11:00PM IST (UK Shift)

• 06:30PM – 03:30AM IST (US Shift)

• Occasional overtime may be available to meet the demands of the business.

• Willing to work weekends and out of hours/unsociable hours on occasion

About M+C Saatchi Performance:

M+C Saatchi Performance, as part of the M+C Saatchi Group, has pledged its commitment to create a company that values difference and fosters an inclusive culture. The Group continues to be an Equal Opportunity Employer that does not and shall not discriminate, celebrates diversity, and bases all hiring and promotion decisions solely on merit, without regard to any personal characteristics. All employee information is kept confidential in accordance with General Data Protection Regulation (GDPR).