Lead Deskside Support Analyst

Role Summary

Lead Deskside Support Analyst responsible for guiding day-to-day incidents, tasks, and project delivery across the enterprise IT Deskside Services. Oversees onboarding, equipment provisioning/deprovisioning, and provides deskside, labs, commercial, and VIP support. Manages onsite and offsite meetings/events and ServiceNow queue management. Serves as a technical mentor, develops training resources, documents core processes, and maintains support standards. Occasional travel may be required for external events.

Responsibilities

• Serve as a technical lead for IT infrastructure and Global Deskside and Specialty Support Services (GUSS) matters, escalating to regional managers when necessary.
• Manage GUSS/Deskside Incident and Request tickets to defined SLAs and OLAs, ensuring tickets are updated with work information.
• Provide hardware and software support to office, field-remote staff, and VIPs, including desktops, laptops, MFDs, mobile devices, and AV systems.
• Perform asset and mobile device management, including inventories, device allocations, provisioning, deprovisioning, and troubleshooting.
• Contribute to automation and continuous improvement initiatives.
• Set up and support conference room technologies, coordinating with global teams for meeting room service levels.
• Manage mobility Incident and Request tickets to SLAs, aiding in process, testing, and service improvements.
• Handle Lab support Incident and Request tickets, maintaining equipment disciplines and coordinating with third-party support providers.
• Ensure appropriate stock levels are maintained and IT asset management systems are updated for global reporting.
• Support global and regional IT projects, providing local coordination for office moves, expansions, and infrastructure.

Qualifications

• Required: 7+ years of related IT experience, including at least 3 years in the Deskside support area.
• Required: High school diploma or GED equivalent.
• Required: Experience with ServiceNow or similar ticketing systems.
• Required: Strong communication and interpersonal skills for effective coordination and support.
• Required: Ability to manage multiple priorities in a fast-paced environment.
• Preferred: MCP/MCDST or equivalent certification.
• Preferred: ITIL qualification desirable.
• Preferred: Familiarity with working within a Managed Service Provider (MSP) environment.

Skills

• Incident and request management
• Technical mentoring and training
• Event and facility coordination
• Documentation and process standardization

Education

• High school diploma or GED equivalent