IT Support Analyst

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period! For more information about our benefits, see below! We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet." Job Summary This role provides essential frontline technical support to end users for all areas of the business. Provides level-one support to remove obstacles keeping business users from performing work normally. Performs basic troubleshooting and gathering information to resolve or elevate issues to the appropriate team as needed. Principal Duties and Responsibilities Receives and handles colleague requests for support or fulfillment through inbound interactions such as calls, chat, service tickets, etc following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls/tickets as appropriate. Maintains records and advises relevant persons of actions taken. Under direct supervision manages daily support incidents in line with documented guidelines and procedures Attends team operational meetings and training to remain current with system and process changes as they occur. Utilizing system knowledge documentation and following agreed procedures, provides instruction and best practice to users on systems, products and services. Organizes and presents sound information and advice on issues such as licensing of software, and legal obligations such as compliance with the Data Protection Act. Ensures that all requests from users for assistance are handled promptly and effectively such that agreed service levels are met; is proactive to ensure that users receive appropriate personal advice and guidance, and make effective use of the facilities available to them. Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications. The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner. CANDIDATE SUMMARY Required Experience This is an entry level position; 0-3 years of experience required Working in a Service Desk providing support to a complex customer base Diagnosing and resolving complex IT-related support requests (hardware, software, and applications) Required Leadership Traits and Characteristics Has good interpersonal skills. Is well-organized and practical. Pays careful, close attention to detail. Has an understanding of installing many of the items of hardware and/or software to be found in own organization; has also acquired expertise in all areas of installation Teamwork - Working cooperatively (rather than competitively) with others to achieve a common goal. Is thoroughly familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in their own organization. Is competent in problem-solving within the context of controlling information and communications technology assets and changes to information systems. Has a wide knowledge and understanding of Information Systems concepts and practice Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out. Familiarity with relevant methodologies, tools, and techniques Ability to quickly learn the objectives, structures, operations, and policies of a new business area Ability to engage both IT and business partners to determine the explicit/implicit their requirements, documenting in business case or requirements summaries Ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing Intellectual curiosity and business acumen Customer focus - Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions. Formal Education, Qualifications or Training High School degree OR equivalent professional certification OR equivalent work experience Why Choose Us? A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world‑class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives. Below you'll find information about some of what we have to offer. All Full‑Time Colleagues qualify for the following and Part‑Time Colleagues qualify for most benefits after they meet certain criteria. Professional and Personal Growth Multiple avenues to grow your career Training and development programs available Tuition Reimbursement benefits (for FT Colleagues) Health and Wellness Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more Full‑time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1 Savings and Retirement 401(k) retirement plan with company‑matching contributions Work‑Life Balance Vacation days & sick days Company‑paid holidays & floating holidays A company mindset that prioritizes health, safety, and flexibility We are looking for individuals who want to make a difference where our customers live and work. Is that you? This company is a Drug Free workplace. Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr