Associate Service Desk Analyst

As an Associate Service Desk Analyst, you’ll be one of the key people helping our employees get the most out of their technology. You’ll provide friendly, reliable technical support, troubleshoot hardware, software, and network issues, and make sure problems are resolved as smoothly and quickly as possible.

You’ll manage incidents from start to finish, keeping users informed along the way and making sure more complex issues are escalated to the right teams when needed. You’ll also have the opportunity to contribute to improving our IT processes, documentation, and knowledge resources, helping us continuously improve the support we provide.

We’re looking for someone who enjoys solving problems, helping people, and learning new things. Strong analytical, communication, and customer service skills are important, as well as a proactive attitude and the motivation to grow your career within the organization.

You’ll work both independently and as part of a global team, so being comfortable collaborating with people across different locations and teams is key.

• Deliver comprehensive onsite and remote technical support, ensuring rapid resolution of hardware, software, and network issues to maintain optimal business continuity and user productivity.
• Proactively manage and update service tickets throughout the incident lifecycle, leveraging advanced troubleshooting skills and maintaining clear, professional communication with stakeholders at every stage.
• Demonstrate in-depth proficiency with Diligent’s core technologies—including Windows, Mac OS, and O365— applying best practices to resolve complex technical challenges and enhance the end-user experience.
• Serve as a subject matter resource for both hardware and software support, collaborating with cross functional teams to drive continuous improvement in IT service delivery.
• Actively contribute to the development and maintenance of knowledge base resources, synthesizing insights from support interactions to empower team learning and elevate organizational knowledge management.

• 0-3 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

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a…