IT Help Desk Support Analyst

Bazaarvoice is looking for an IT Help Desk Analyst to join our Business Technology Operations team. The goal of the BTO team is to provide integrated technologies and quality services to enhance productivity, safeguard information, and scale in a cost‐effective manner. We do this by listening to the needs of employees and maximizing the potential of the tools we offer. You will report to the IT Help Desk Manager and will support all aspects of Bazaarvoice.

As an IT Help Desk Analyst, you will be a strong and independent team member that is passionate about solving big problems with simple solutions, driving perfection, and building a great company. You have demonstrable experience in building scalable IT infrastructure while maintaining a high level of technology support. You are a creative thinker, problem solver, and learner. In this role, you will have a superb opportunity to implement and maintain highly effective, reliable, secure, and innovative technologies.

At Bazaarvoice, we’re not looking for the impossible, just the exceptional. If you meet a combination of the listed skills below, we encourage you to apply.

Why We Need You

• Triage and respond to support requests including all support channels and walk-ups
• Record problem and resolution details in ticketing system
• Solve problems and support solutions related to macOS, Windows, mobile devices, office printers, A/V and video conferencing systems
• Assist with automating common processes
• Maintain an updated knowledge base and deliver training when needed
• Onboard new hires, including provisioning of computers, accounts, and peripherals
• Work alongside other IT teams to assist with OS updates, patching, and updating security controls as needed
• Abide by and be an ambassador for all Bazaarvoice Security policies, and be diligent in keeping security a top priority in all your work
• Additional duties as assigned
• Embody Bazaarvoice’s values
• Enjoy occasional travel to other Bazaarvoice office locations within Europe (currently Belfast, Madrid, Munich, Paris, Vilnius)

What We’ll Love About You

• Flexibility and ability to travel between the London office and other European locations
• 3+ years of experience supporting IT services, including configuration, patching, and diagnosis of macOS, Windows, iOS, and Android
• Skilled communicator with a focus on customer service to resolve issues effectively
• Ability to tailor support for all members of the organization
• Problem solver who knows how to effectively utilize resources
• Highly organized and precise, with great attention to detail
• Experience managing enterprise software
• Experience working with endpoint configuration management tools, including Jamf and Microsoft Intune
• Ability to provide concise documentation within a ticketing system
• Experience with office hardware such as printers, video conferencing, and A/V systems
• Ability to work weekend and off-hours on occasion
• Ability and strong desire to work autonomously while achieving results

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