Global Security Systems Service Desk Analyst

Global Security Systems Service Desk Analyst

Location: Remote

Salary: $75,000-$80,000

The Global Physical Security Service Desk is responsible for safeguarding personnel, facilities, and assets across a global footprint. The Global Physical Security service desk supports and maintains enterprise physical security platforms, including access control, video surveillance, and associated infrastructure, ensuring high availability and operational reliability.

Position Summary:

The Global Security Systems Service Desk Analyst is a critical operational role responsible for ensuring the stability and performance of enterprise physical security systems. Acting as the central point of coordination, this role manages service requests from intake through resolution, performing advanced troubleshooting and orchestrating field response when necessary.

This position requires a blend of technical expertise, analytical thinking, and service ownership. The ideal candidate is comfortable operating in a fast paced environment, making real time decisions, and driving issues to resolution while maintaining a high standard of customer service.

Key Responsibilities:

• Serve as the primary point of contact for all incoming service requests related to physical security systems (via phone, email, and ticketing systems)
• Perform advanced triage and root cause analysis to diagnose system issues.
• Execute remote troubleshooting and resolution, minimizing the need for onsite dispatch whenever possible.
• Determine incident severity and business impact; prioritize work in alignment with SLAs.
• Coordinate and dispatch field technicians, ensuring proper scope, parts, and information are provided.
• Own incidents end to end, including follow ups, status updates, and final resolution validation.
• Monitor system health, alerts, and dashboards to proactively identify and mitigate issues.
• Collaborate with engineering, vendors, and cross functional teams to resolve complex or recurring issues.
• Identify trends and recurring problems; recommend process improvements or system enhancements.
• Maintain accurate and detailed documentation in ticketing systems, including resolution steps and root cause.
• Contribute to and maintain a knowledge base to improve team efficiency and first call resolution rates.
• Provide guidance and informal mentoring to junior team members or technicians as needed.
• Ensure compliance with security policies, data protection standards, and confidentiality requirements.

Technical Scope:

• Enterprise Access Control Systems Lenel On Guard
• Video Management Systems (e.g., Milestone, Lenel OnGuard)
• Alarm monitoring and event management systems
• Device connectivity (controllers, readers, cameras)
• Basic network troubleshooting (IP addressing, connectivity, latency, device communication)
• Troubleshoot integration points between security systems and IT infrastructure
• Axis (or equivalent) enterprise level IP CCTV configuration, commissioning & fault finding

Required Qualifications:

3–5 years of experience in:

• Technical support, systems analysis, or security systems service operations roles
• Physical security systems (access control, CCTV) or closely related technologies
• Proven experience in incident management, triage, and issue resolution
• Strong troubleshooting skills across software, hardware, and network connected systems.
• Ability to manage multiple concurrent incidents with competing priorities.
• Strong written and verbal communication skills with a customer first mindset
• Demonstrated ability to take ownership and drive issues through to completion.
• Experience working with ticketing systems (e.g., APEX, Jira Service Management)

Preferred Qualifications:

• Experience supporting enterprise scale security environments (Data Centre environments)
• Familiarity with ITIL practices (incident, problem, and change management)
• Experience coordinating or dispatching field service teams.
• Working knowledge of networking fundamentals (TCP/IP, ports, device communication)
• Experience working with vendors or third party service providers.
• Experience working with Data Centre co location service providers

Work Environment & Additional Requirements:

• Will need to be highly self-motivated and comfortable working independently. The work is often non routine and highly complex, involving the application of advanced technical and business skills within the area of specialization. Although predominantly supporting the EMEA region, there is an expectation to assist the wider global team in delivering a 24x7 “follow the sun” support model.
• Primarily a remote role, with occasional onsite support as required.
• Participation in an on call rotation or after hours support may be required.
• Ability to work in a fast paced, high availability environment supporting critical infrastructure.

Key Performance Indicators (KPIs):

• SLA adherence (response and resolution times)
• First call, first contact resolution rate
• Incident backlog and aging
• Customer satisfaction (CSAT)
• Accuracy and completeness of ticket documentation

Key Success Factors:

• Strong…