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About the Role

As an Associate Service Desk Analyst, you will provide technical support, troubleshoot hardware, software, and network issues, and manage incidents from start to finish. You will also contribute to improving IT processes, documentation, and knowledge resources. This role requires strong analytical, communication, and customer service skills, along with a proactive attitude and the ability to collaborate globally.

Responsibilities

Deliver comprehensive onsite and remote technical support, ensuring rapid resolution of hardware, software, and network issues to maintain optimal business continuity and user productivity.
Proactively manage and update service tickets throughout the incident lifecycle, leveraging advanced troubleshooting skills and maintaining clear, professional communication with stakeholders at every stage.
Serve as a subject matter resource for both hardware and software support, collaborating with crossfunctional teams to drive continuous improvement in IT service delivery.
Actively contribute to the development and maintenance of knowledge base resources, synthesizing insights from support interactions to empower team learning and elevate organizational knowledge management.

Requirements

0-3 years of experience in a Windows Enterprise Environment supporting Desktop, Mobile and Wireless devices
Experience with and understanding of office technology, cloud systems, desktop support, networking, printers, etc.
Proficient in PC operations, MS Office applications with strong Windows and Apple desktop support skills
Strong communication skills and ability to communicate at technical and business levels.
Able to communicate and present situations / status to senior management
Experience relaying sensitive information to appropriate parties.
Keeps clients, superiors and peers updated based on their information needs
Excellent multi-tasking skills.
Prioritizes and performs a variety of concurrent tasks with minimal direction

Skills

Windows
Mac OS
O365
Hardware support
Software support
Networking
Printers
PC operations
MS Office applications
Apple desktop support
Communication
Customer service
Analytical skills
Problem-solving

Location

New York City
Washington D.C.
Vancouver
London
Galway
Budapest
Munich
Bengaluru
Singapore
Sydney

Work Type

Hybrid

Experience Level

Associate
0-3 years

Education Level

Degree in Computer Science/ Engineering/ Information Technology preferred
ITIL Certification a plus

Benefits

Flexible work environment
Global days of service
Comprehensive health benefits
Meeting free days
Generous time off policy
Wellness programs

About the Company

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance.
The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
At Diligent, we're building the future with people who think boldly and move fast.
Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity.
The future belongs to those who keep learning, and we are building it together.
At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.
Creativity is ingrained in our culture. We are innovative collaborators by nature.
We care about our people.
We have teams all over the world.
Diversity is important to us.
Diligent created the modern governance movement.
Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose.
Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Equal Opportunity

Diligent is proud to be an equal opportunity employer.
We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
Visa sponsorship may be available for select positions based on business needs and specific role requirements.
Sponsorship decisions are evaluated on a case-by-case basis, and eligibility should not be assumed for all opportunities.