Service Support Analyst - IT Services

Job description

Ebury helps ambitious businesses unlock global growth, and we take the same approach with our people. We encourage innovation and movement, collaboration and problem-solving, and foster an environment where everyone can feel they belong, are valued, supported and empowered to succeed. If you’re a collaborator who wants to help transform how businesses operate globally, get in touch - we’d love to discuss how Ebury can accelerate your career so you can shape the future. Service Support Analyst Ebury Leon Office: 5 days in the office The Service Desk function is responsible for delivering enterprise-grade IT support. The team provides high-quality technical support to business users across multiple international locations, ensuring minimal disruption to operations and an exceptional end-user experience. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business. The Service Support Analyst will deliver advanced technical support across all areas of the business, acting as a key point of contact for IT service delivery and end-user experience. The role is responsible for supporting enterprise infrastructure, endpoint management, cloud services, telephony systems, and core networking technologies within a fast-paced global environment. This position requires strong troubleshooting expertise, excellent communication skills, and a customer-first mindset to ensure timely resolution of technical issues while maintaining high service standards. The successful candidate will gain exposure to a diverse technology stack, cloud-based infrastructure, cybersecurity practices, and global IT operations. The role involves participation in IT projects, office deployments and international travel is required, sometimes at short notice, to support new office openings, relocations, and onsite technical operations. What you’ll do Technical Support & Incident Management • Provide 1st and 2nd line technical support for Windows, macOS, Linux, and ChromeOS environments. • Diagnose, troubleshoot, and resolve hardware, software, networking, and system-related incidents within agreed SLAs. • Deliver remote and onsite support to 2000+ users across 51+ global offices. • Manage and resolve incidents, service requests, and escalations through the IT Service Management (ITSM) platform. • Support enterprise collaboration and productivity platforms including Google Workspace and Microsoft Office applications. • Troubleshoot authentication, access control, connectivity, and cloud-service-related issues. • Infrastructure & Endpoint Administration • Configure, deploy, maintain, and support laptops, desktops, mobile devices, peripherals, and telephony systems and endpoint lifecycle management. • Support hardware/software asset management and procurement processes. • Proficient in Audio Visual equipment User Experience & Customer Service • Deliver exceptional customer service with a proactive, professional, and user-focused approach with highly organized with strong attention to detail. • Provide clear technical guidance to end users of varying technical abilities. • Ensure effective communication throughout incident resolution and service delivery processes. • Maintain high levels of user satisfaction through responsive support and continuous service improvement. • Self-motivated, adaptable, and capable of working independently or within a global team. Operations • Support onboarding/offboarding processes in alignment with HR and IT security policies. • Assist with office setups, relocations, user moves, and global IT deployments. • Create and maintain technical documentation, knowledge base articles, and operational proc