Service Support Analyst

About Us :

Phaidon International is a global recruitment and talent consultancy business and one of the fastest-growing organizations worldwide

To support our rapid expansion, we've made significant investments in a global transformation project, transitioning from an on-premises technology estate to a fully cloud-enabled Microsoft-based infrastructure

To capitalize on this progress, we are building a world-class IT team and are seeking individuals passionate about leveraging technology to optimize business performance and drive continued growth

Role Overview :

We're looking for a technically skilled 1st / 2nd Line Support Analyst to join our team in New York. The ideal candidate will thrive working independently and as part of a global team, taking direction from the IT Manager while also confidently showing initiative.

In this role, you'll provide essential IT support to both our dynamic sales environment and back-office teams. You'll serve as the first point of contact for internal IT queries, supporting users locally and globally. With responsibility for resolving up to 80% of issues raised, either in person or remotely, you'll be critical to maintaining smooth business operations

This position offers exposure to cutting-edge technologies and the chance to play a pivotal role in our growing organization. A "can-do" attitude is essential, as is a proactive and solution-oriented approach

Key Responsibilities :

• Act as the first and second-line support for technical issues across Phaidon International, resolving user queries efficiently
• Collaborate with third-party vendors and partners to ensure uninterrupted IT services
• Install and configure authorized software and set up new devices (laptops, desktops, and mobile devices)
• Prioritize and manage workloads to meet agreed SLA targets, providing timely updates and resolutions
• Maintain accurate and up-to-date records for all incidents and service requests in the ticketing system
• Assist with the delivery of global IT projects
• Create and update technical documentation and internal knowledge base articles
• Troubleshoot network and connectivity issues up to a second-line level
• Ensure full compliance with Phaidon International's IT policies and procedures

Skills and Experience Required :

Why Join Us?

How to Apply :

If you're passionate about IT, thrive in a fast-paced environment, and are eager to make a real impact, we'd love to hear from you. Submit your resume and a cover letter highlighting your relevant experience and why you're the right fit for this role.