Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

We welcome you to join the "IT Workforce Care Team" as a "Service Desk Analyst" and become a part of our esteemed organization. The Workforce Care team prides itself on providing unparalleled IT support to the Intuit workforce.

As a Service Desk Analyst II, you will provide technical assistance to users of the organization, responding to their inquiries, evaluating and resolving issues related to IT equipment and applications. Your work will involve providing technical care to all aspects of the information systems unit, including system hardware, operating systems, applications, and networks.

You will work closely with the organization's IT department, providing assistance on work that may be beyond the scope of your expertise. As a Service Desk Analyst, II you will serve as a single point of contact for any system-related issues and provide support relating to common incidents.

Your role as a Service Desk Analyst II is critical in ensuring smooth business operations by resolving any technical issues swiftly and serving as the primary support channel for the organization's IT systems.

You will be expected to be onsite in our Victoria, London office 5 days a week.

Responsibilities

• Act as the primary point of contact for employees, including senior leaders, across phone, email, chat, and in person, quickly restoring people to full productivity on laptops, applications, and core IT tools.
• Take ownership of issues end to end: follow up proactively on open problems and keep users informed with clear, timely updates.
• Provide advanced support across workforce and business applications, including Microsoft 365, Google Workspace, Zoom, Slack, MDM, and Cloud PC solutions, backup tools, and IT asset management.
• Set up and configure equipment for new hires so their first day starts smoothly, including confident IT orientation support.
• Solve problems proactively by pointing users to self-help resources, looping in subject matter experts, or connecting the right teams.
• Take small projects from scoping through delivery, and look for opportunities to automate repetitive operational tasks, partnering with leads to bring ideas to life.
• Support small and mid-sized AV events, troubleshooting audiovisual systems in real time.
• Mentor junior colleagues on technical troubleshooting and best practice.
• Follow, edit, and start creating knowledge base (KCS) articles, processes, setup guides, and runbooks that help the wider team deliver consistent support.
• Build your technical network across engineering and other partner teams, and begin contributing to projects alongside them.
• Use AI-powered tools and knowledge assistants to speed up diagnosis and reduce repetitive manual work, and help identify where the team can bring in more automation.