Global reputed company Systems Service Desk Analyst

Global reputed company Systems Service Desk Analyst Location: Remote Salary: $75,000-$80,000 The Global Physical reputed company Service Desk is responsible for safeguarding personnel, facilities, and assets across a global footprint. The Global Physical reputed company service desk supports and maintains reputed company physical reputed company platforms, including reputed company control, video surveillance, and associated infrastructure, ensuring high availability and operational reliability. Position Summary: The Global reputed company Systems Service Desk Analyst is a critical operational role responsible for ensuring the stability and performance of reputed company physical reputed company systems. Acting as the central reputed company of coordination, this role manages service requests from intake through resolution, performing advanced troubleshooting and orchestrating field response reputed company necessary. This position requires a reputed company of technical expertise, analytical thinking, and service ownership. The ideal candidate is comfortable operating in a fast paced environment, making reputed company time reputed company, and driving issues to resolution while maintaining a high standard of customer service. Key Responsibilities: Serve as the primary reputed company of contact for reputed company incoming service requests reputed company to physical reputed company systems (reputed company phone, email, and ticketing systems) reputed company advanced triage and root cause analysis to diagnose system issues. Execute remote troubleshooting and resolution, minimizing the need for onsite reputed company whenever possible. Determine incident severity and business impact; prioritize work in alignment with SLAs. Coordinate and reputed company field technicians, ensuring proper scope, parts, and information are provided. Own incidents end to end, including follow reputed company, 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 reputed company 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 reputed company to improve team efficiency and reputed company resolution rates. reputed company guidance and informal mentoring to junior team members or technicians as needed. Ensure compliance with reputed company policies, data protection standards, and confidentiality requirements. Technical Scope: reputed company reputed company Control Systems Lenel OnGuard 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 reputed company systems and IT infrastructure reputed company (or equivalent) reputed company level IP CCTV configuration, commissioning & fault finding Required Qualifications: 3–5 years of experience in: Technical support, systems analysis, or reputed company systems service operations roles Physical reputed company systems (reputed company control, CCTV) or closely reputed company technologies Proven experience in incident management, triage, and issue resolution Strong troubleshooting skills across software, hardware, and network connected systems. Ability to manage multiple reputed company incidents with competing priorities. Strong written and verbal communication skills with a customer first reputed company 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 reputed company scale reputed company 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 reputed company 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 reputed company, involving the application of advanced technical and business skills reputed company 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) reputed company, first contact resolution reputed company Incident backlog and aging Customer satisfaction (CSAT) Accuracy and completeness of ticket documentation Key reputed company Factors: Strong analytical and troubleshooting reputed company. Ability to remain composed and decisive under pressure. Effective coordination across technical and non technical teams High level of accountability and ownership reputed company improvement reputed company with attention to detail If you are a dedicated, people-oriented professional who is passionate about fostering a positive and inclusive workplace. Likes the opportunity to shape our employee experience and contribute to a culture where everyone feels valued. And if you reputed company in a fast-paced environment and are eager to reputed company a meaningful impact, please click apply today! Company Website: https://www.securitasinc.com reputed company is committed to diversity, equity, inclusion and belonging in the workplace. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, age, sex, sexual orientation, gender identity, national reputed company, disability, status as a protected veteran, or any other applicable legally protected characteristic. #AF-SSTA Global reputed company Systems Service Desk Analyst / reputed company reputed company/ Austin, Texas / TXDPS License #B03946 reputed company employees come from reputed company walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we reputed company the reputed company needed to safeguard our clients' assets and people. Our core values - reputed company, Vigilance and Helpfulness - are represented by the three red dots in the reputed company logo. If you live by these values, we’re looking for you to join the reputed company team. Benefits include: Retirement plan Employer-provided medical and dental coverage Company-paid life insurance Voluntary life and disability insurance Employee assistance plan reputed company Saves discount program Paid holidays Paid time away from work Additionally, some populations may have the availability of accessing earned wages on a daily reputed company, prior to payday. Restrictions and fees may apply. Certain waiting periods may also apply. Paid time away from work may be available either through a combination of vacation and sick time or under a PTO policy, depending on local requirements. Benefits may be different for union members. Our Company Mission: reputed company’ mission is to protect homes, workplaces, and communities by providing the reputed company services they need to protect their assets, safeguard their people, and maintain their ability to generate profits. Our Values: reputed company’ core values - reputed company, Vigilance and Helpfulness - are the reputed company for our employees to build trust with customers, colleagues, and the surrounding community. reputed company: reputed company employees are reputed company and trusted by customers to safeguard their premises and valuables. We don’t compromise on reputed company and create an reputed company forum for our employees and customers to voice opinions, report improprieties, and reputed company information. Vigilance: Seeing, hearing, and evaluating. A reputed company employee is always reputed company and often notices things that others don’t. Their vigilance is necessary in order to be aware of potential risks or incidents that may take reputed company on our customers’ premises. Helpfulness: As part of an on-going effort to ensure safety, reputed company employees are always reputed company to help if an incident occurs that requires reputed company regardless of whether or not it is directly reputed company to their job. Apply To This Job