Multimedia Service Desk Analyst

Step into the role of Multimedia Service Desk Analyst and help shape the future of multimedia and collaboration services. You will make a meaningful impact by supporting operational excellence, collaborating with diverse teams and vendors, and enhancing user experience. Your analytical mindset and commitment to continuous improvement will be valued in our dynamic workplace, offering you opportunities for growth and skill development.
Job Summary:
As a Multimedia Service Desk Analyst in Workplace Services Operations, you will support the delivery, monitoring, and improvement of multimedia and collaboration platforms. You will partner with internal teams, vendors, and stakeholders to ensure service alignment with global standards. Your responsibilities include operational support, performance analytics, incident management, documentation, and stakeholder coordination. You will help maintain a reliable and secure multimedia environment while driving measurable improvements.
Job Responsibilities:
Support day-to-day operations for multimedia and collaboration platforms, including incident triage, troubleshooting, maintenance coordination, and escalation tracking.
Monitor user experience indicators, document service issues, and coordinate timely resolutions to ensure a seamless end-user experience.
Maintain and improve operational runbooks, knowledge articles, and standard operating procedures to increase consistency and reduce recurring issues.
Monitor operational performance, conduct system health checks, and identify trends and anomalies in service continuity and incident volumes.
Produce status reports, dashboards, and performance summaries for leadership and stakeholders.
Track and analyze service KPIs and SLAs, providing insights and recommendations to improve reliability and user satisfaction.
Support vendor performance management by tracking SLA adherence, logging issues, and escalating concerns as needed.
Coordinate with product teams, IT, and business stakeholders to support rollouts, enhancements, and operational readiness.
Participate in operational forums to share insights, service learnings, and best practices.
Support risk and controls activities by maintaining documentation and ensuring process adherence to global policies.
Assist with audit readiness by organizing artifacts and tracking remediation actions.
Required Qualifications, Capabilities, and Skills:
Experience supporting operations, service delivery, or technology support functions within multimedia, AV, conferencing, or collaboration technology environments.
Strong analytical skills with experience producing operational reporting and translating data into actionable insights.
Working knowledge of incident management and troubleshooting workflows, including escalation coordination.
Strong documentation skills with attention to detail and process discipline.
Effective communication and stakeholder management skills, able to coordinate across teams and vendors.
Familiarity with risk, controls, compliance, and audit support processes.
Preferred Qualifications, Capabilities, and Skills:
Experience with automation or AI-enabled operations tools.
Knowledge of continuous improvement methods such as root cause analysis and problem management.
Experience with financial and asset tracking, including inventory management and vendor coordination.
Ability to identify and propose operational efficiency improvements.
Experience supporting expense and budget tracking activities.
Familiarity with lifecycle reporting and RMA documentation.
Experience participating in operational forums and sharing best practices.