Global IT Service Desk

**About Us**

**Role Summary**

Working as part of the Global Service Desk Team this role will have specific responsibility for the effective management and improvement of the Incident Management, Service Request Processes, enchantments & documenting the new or existing SOP to provide faster & better IT support to all Sophos Department.

**What you will do**:
- Provide IT Support to Sophos employees by triaging the Incident, Request, and call
- Perform standard Image Deployment process
- Perform repairs to equipment and arrange for other servicing needs.
- Provide escalated technical support.
- Identify and report system issues to vendors. Monitor and test resolution of those issues sent to vendors. Communicating with vendor for warranty claims.
- Perform Asset Check and Inventory
- Working with Asset Manager, maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors to fulfill the stock needs.
- Contribute to Sophos Technical Documentation and can provide user training for basic hardware and software use.
- Provides reports to immediate superior on daily tasks and activities
- Performs other functions and requests assigned by immediate superior
- Ensure high-quality customer service

**What you will bring**:
- 2-6 years of experience in IT or service desk roles
- Strong knowledge on different Operating System (Win10, MacOS, Linux)
- Knowledge on Azure, O365, Active Directory, IAM Tool (prefer Saviynt), JAMF
- Must be available and willing to commit to the working hours and responsibilities associated with the role
- Must be a graduate level degree and above in a Information Technology field
- Understanding of Operating system, computer hardware, networking equipment and print services.
- Ability to prioritize tasks and efficiently manage time.
- Good oral and written communications skills
- Ability to respond effectively to inquiries or complaints
- Ability to develop, maintain, and promote strong internal and external relationships
- Strong problem solving and analytical skills
- Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)

LI-Remote

B1

**Ready to Join Us?**

**What's Great About Sophos?**
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
- Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing

**Our Commitment To You**

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

**Data Protection**

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos