IT Help Desk Analyst

Job description

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The IT Service Desk Analyst (P2) serves as a primary point of contact for end-users seeking technical assistance across software, applications, and hardware. In addition to day-to-day incident and request management, the role encompasses IT asset lifecycle support, meeting room technology maintenance and end-to-end AV/IT setup for company events. The P2 level is expected to work with greater autonomy than an entry-level analyst, take ownership of moderately complex issues, and contribute to knowledge-base development and process improvement. Strong verbal and written communication skills, with fluency in English, are essential for this role. A day in the life (Responsibilities) Service Desk Operations • Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow. • Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack) and business applications. • Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals. • Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking. • Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation. • Meet or exceed defined SLA targets for response and resolution times. IT Asset Management • Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking and retirement. • Maintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories and peripherals. • Conduct periodic asset audits to verify inventory accuracy and flag discrepancies. • Prepare and configure new-hire equipment (laptop imaging, software provisioning, account setup) across macOS, Windows, and Linux environments. • Coordinate timely collection and secure disposal or reallocation of assets from departing employees. • Manage stock levels for consumables and accessories (cables, docking stations, keyboard/mouse sets) and raise replenishment requests as needed Meeting Room Technology • Maintain and support AV and IT equipment in all meeting and collaboration rooms (display screens, video conferencing systems, room booking panels, speakerphones, HDMI/USB-C connections). • Conduct routine checks to ensure all meeting rooms are fully operational at the start of each business day. • Troubleshoot and resolve meeting room technology issues promptly to minimise disruption to scheduled meetings. • Coordinate with facilities and vendors for hardware repairs, warranty replacements, or upgrades. • Create and maintain user guides for meeting room equipment. Event & Town Hall IT Support • Partner with the events team and internal stakeholders to plan and deliver IT and AV support for company events including Town Halls, All-Hands meetings, off-sites, and external events. • Set up, test, and operate AV equipment including projectors, large-format displays, microphones, live-streaming platforms and hybrid conferencing tools. • Serve as on-site IT support during events, ensuring real-time issue resolution with minimal disruption. • Conduct pre-event technical rehearsals and post-event teardown. • Document event setup configurations for repeatability and future reference. Knowledge Management & Continuous Improvement • Contribute to and maintain the IT knowledge base with accurate how-to guides, FAQs and troubleshooting articles. • Identify recurring issues and propose root-cause fixes or user-education initiatives. • Support onboarding sessions to help new employees get comfortable with IT tools and processes. • Participate in team meetings, retrospectives, and process improvement initiatives. What you'll need to thrive (Requirements) • Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience • 3-5 years in an IT support or service desk role • OS Proficiency: macOS Tahoe, Windows 11 and Linux — administration and troubleshooting across all three platforms • Applications: Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management tools (Intune, JAMF, or equivalent) • Hardware: Hands-on experience with laptop/desktop builds, peripherals, and AV equipment • ITSM Tools: Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and project tracking) — both are essential • This role follows a rotational shift schedule, with shifts changing every quarter. Shift windows (IST): 3:00 PM – 12:00 AM IST | 6:00 PM – 3:00 AM IST | 10:00 PM – 7:00 AM IST • Monday –Thursday: Work from office (mandatory) & Friday: Remote/flexible, subject to business requirements • Certifications: CompTIA A+ or equivalent (preferred); ITIL Foundation v4 (preferred) Technical • Strong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11 and Linux. • Proficient in ServiceNow for end-to-end ticket lifecycle management. • Working knowledge of Jira for task tracking and cross-team coordination. • Working knowledge of networking fundamentals (DNS, DHCP , VPN, Wi-Fi). • Familiarity with AV systems and video conferencing platforms (Zoom Rooms, Microso