Global Service Desk, 1st Line Service Analyst

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.We empower car dealers and manufacturers to fully embrace digital transformation. How By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.We use cutting-edge technology to link our clients systems, departments and sites. We provide an open technology platform thats shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of itRole Overview:We are looking for a proactive and customer-focused IT Service Analyst to join our IT team.The ideal candidate will be the first point of contact for users, providing support through the ticketing tool, phone calls, and on-site support. This role requires strong technical troubleshooting skills, excellent communication, and the ability to work in a fast-paced environment.The role will report to Global Service Desk ManagerRoles & responsiblitiesProvide IT support through multiple channels including email, chat, andvideo calls to Keyloop employees along with on-site walkupsProvide On-Site IT Support to Keyloop EmployeesTroubleshoot and resolve issues related to:o Network connectivityo Windows OSo Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, etc.)o SaaS-based applications like Salesforce, Dhruva etcPerform user account administration:Active Directory user creation and managementDistribution list (DL) managementBasic Exchange administration tasksManage IT assets including inventory, allocation, and lifecycle management Build, configure, and deploy laptops for new hires; perform system wipes and reimaging when requiredDocument issues, solutions, and best practices in the knowledge baseCollaborate with higher-level support teams for complex issuesEnsure adherence to IT processes, policies, and security standardsManage IT operations across the entire office, ensuring a seamless and productive experience for all employees Ensure IT support tasks are completed in accordance with defined Service Level Agreements (SLAs) Manage Audio-Visual (AV) equipment, providing support during meetings and events, and working with stakeholders to ensure availability andKnowledge & Experience:Proven experience in IT support or a similar role (13 years preferred)Proficiency in troubleshooting Level 1 issues across network, OS, and applicationsHands-on knowledge of Windows OS, Active Directory, Exchange basics, andMicrosoft 365 suiteExperience in IT asset management and laptop imaging/wipingExperience on handling Windows 10 and 11 systemGreat record keeping and documentation skillsExperience on working on ITSM Tools like ServiceNow, Jira, Halo etcWillingness to learn new technologiesDisplay excellent levels of internal customer engagementService orientated in natureSkills & Abilities:Aptitude and appetite for problem solving across a wide variety of technologiesProficiency in troubleshooting Level 1 issues across network, OS, and applicationsBasic understanding of IT operations, hardware, software, and networkfundamentalsStrong communication and interpersonal skillsCustomer-oriented mindset with problem-solving abilitiesAbility to prioritize tasks and work independently or in a teamExcellent verbal and written communication skills in EnglishLikes to take on challengesRequired to work from the office regularlyITILv4 foundation knowledge is desirableWhy join usWere on a journey to become market leaders in our space and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.An inclusive environment to thriveWere committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles not just on key days, but every day.Be rewarded for your effortsWe believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.Keyloop doesnt require academic qualifications for this position. We select based on experience and potential, not credentials.We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.