IT Service Desk Analyst



London, UK
Posted on Friday, June 7, 2024

Position summary:

As an IT Service Desk Analyst, you will be responsible for the day-to-day Service Desk support of Sojern end-users. You will be providing technical service desk support to a mid-sized user base. The position reports to the Senior Director of IT & Security, and works with functional team leaders and teams to ensure that the IT operations are continuous, secure, accurate, current and well-utilized.

What you will do:

  • Maintain, install, upgrade, modify, integrate, customize and administer user Apple Macbook laptops and a small number of Windows 11 OS devices.
  • Coordinating global procurement of employee equipment including the technical provisioning and onboarding of employees globally.
  • Office responsibilities include:
    • computer setup in local offices
    • shipping/receiving
    • stocking computer equipment and support of onsite computer equipment
    • asset management and inventory tracking
    • support for in-office team offsites and leadership visits
  • Regular work with the company’s business SaaS applications, systems administrations and business productivity platform (Google Workspace).
  • Responsible for adhering to and executing the IT Strategic Plan & Security Policies
  • The position has no direct reports but manages the delivery of services
  • Admin and maintain cloud based services such as Slack and Jira
  • Prioritize daily intake of tickets and project-related tasks
  • Serve as a liaison for staff and provide technology training along with 1-on-1 follow-up
  • Provide technical/troubleshooting support in regards to printer and other end-user device support, with a focus on Apple, Mosyle & Microsoft products/technologies (90% Apple MacOS/10% Windows)
  • Work closely and manage relations with 3rd-party vendors
  • Manage adhoc IT projects in line with the IT strategic roadmap

What you bring to the table:

  • Hybrid availability - 2 or 3 days in the office
  • Experience working in an IT technician or Service Desk role
  • Good working knowledge and experience of the following: Google Workspace and Apps, Microsoft 365, Slack, Salesforce and endpoint management tools (JAMF/Mosyle)
  • Experience configuring, setting up and trouble shooting Apple MacOS, iOS and windows, Apple Genius Bar experience a plus
  • Experience monitoring & troubleshooting office compute devices (printers, video conference and network equipment e.g. Meraki)
  • Experience with managing multiple projects and 3rd-party vendors
  • Experience with procurement, asset management and inventory tracking
  • *Provide Desktop support outside of normal business hours may be required on rare occasions

Behavioural competencies

  • Excellent customer service, interpersonal skills and problem-solving skills
  • Ability to extend services and support for key stakeholders in a timely manner
  • Excellent oral and written communication skills
  • Flexible mindset with experience and desire to work in dynamic environment
  • Strong analytical, time management and self-motivated capabilities

What we have for you:

We take a whole-person approach to create a Sojernista Experience that allows our people to thrive, not just as employees, but as humans. As an employee of Sojern, you would benefit from this in the following ways:

  • Rewards & Recognition: Competitive compensation packages, stock options offered to every employee, Bonusly program to reward and recognize team wins and performance, plus employees can take up to 40 hours of paid time per year to volunteer and give back to the community
  • Flexibility: Flexi-Friday benefit, hybrid or remote work options for most roles, time-zone friendly work hours with async collaboration
  • Connection: Team offsites planned annually, six employee resources groups, regular virtual and in office team building events, monthly company All Hands & leadership Q&As
  • Wellbeing: PTO allowance to recharge, comprehensive healthcare options, paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents), retirement contributions and investment options (for applicable locations), travel benefits (hotel stay benefit & IATA membership), plus mental health, wellness & financial health resources
  • Growth: Learning & development stipend, mentorship program, career development programs, leadership training
  • Productivity: Home office tech set up (laptop, monitor, keyboard, mouse), monthly internet and phone allowance, modern tools to communicate and collaborate (Slack, Google Suite)

Our Sojernista First workplace philosophy is designed to take a flexible approach, recognizing that the needs of our employees may differ depending on their role, team, or location. What does not differ is our focus on building genuine connections, increasing global collaboration, and providing programs, tools and resources centered around the needs and wellbeing of our employees, regardless if you are working in an office, hybrid, or fully remote.

About Sojern:

At Sojern, we believe in the power of travel as a way to bring the world together. It is that passion that drives Sojern to build smart digital solutions that help travel marketers reach travelers efficiently, and increase long-term growth, customer loyalty and profitability.

Our customers include hotels, attractions and tourism boards, and they use the power of machine learning, data science and real-time traveler data in Sojern’s products to build direct relationships with travelers across social, mobile and the web. Now, more than ever, our thousands of customers rely on Sojern to drive visits, bookings, and ticket sales by engaging with travelers as they plan their travel.

As a globally distributed company, we are headquartered in San Francisco with employees based in 14 countries and counting. Our team is passionate about travel and the core values that define our culture: Win as a Team, Embrace Inclusion, Be Genuine, Deliver Wow, and Center Around the Customer. Check out our Glassdoor reviews!



Disclosure - Pre-Employment Requirements:

All candidates offered employment by Sojern may be subject to pre-employment requirements, including but not limited to a background check. Sojern is compliant with all federal and local laws with consideration to pre-employment requirements.

Our Commitment to Diversity Equity and Inclusion:

At Sojern, we work to create a brave space that seeks out, embraces, and promotes diverse thoughts, beliefs, and experiences of Sojernistas globally.

We are building a workforce that represents the customer base we are serving and the world we live in. A diversified workforce is an innovative workforce. Just as there is no one typical traveler, there is no one typical employee. We foster diversity and inclusion across the company, actively seeking to amplify underrepresented voices and apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike.

Embracing our differences and celebrating them moves us towards our goal of making travel inclusive of all. Sojern’s S-Groups (employee resource groups) are a core aspect of our culture, fostering belonging and connection, inspiring learning, and creating opportunities for all Sojernistas across the globe.

  • SoEmpowered: Supporting, developing, and empowering those who identify as women at Sojern
  • SoProud: Celebrating Sojern’s LGBTQIA+ community while creating an inclusive and safe space for community members
  • SoWell: Advocating for balance in life and overall wellbeing and providing space and resources for Sojernistas with different needs
  • SoConnected: Creating space, connection and resources for Sojern’s young and rising professionals
  • Parents & Caregivers: Helping families thrive with our community of parents and caregivers
  • Sojern Gives Back: Supporting underrepresented communities and social causes, striving to make a global and local impact

We also have employee-run Slack channels for those with specific interests, for example plant lovers, pets and more.

At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, sexual orientation, age, marital status, veteran status, or disability status.

Sojern is committed to providing reasonable accommodation for individuals with disabilities. Please inform your TA Partner if you are requesting a reasonable accommodation.