Associate Service Desk Analyst

Position Overview

As an Associate Service Desk Analyst, you will be a key team member providing friendly and reliable technical support to our employees. This role involves troubleshooting hardware, software, and network issues, ensuring problems are resolved quickly and smoothly. You will manage incidents from start to finish, keeping users informed, and escalating complex issues to the appropriate teams. Furthermore, you will contribute to improving our IT processes, documentation, and knowledge resources to continuously elevate the level of support provided.

We are looking for an individual who enjoys problem-solving, helping people, and embracing continuous learning. Strong analytical, communication, and customer service skills are essential, alongside a proactive attitude and motivation to grow within the organization. You will operate both independently and as part of a global team, requiring comfort and proficiency in collaborating across various locations.

Key Responsibilities

• Deliver comprehensive on-site and remote technical support, ensuring rapid resolution of hardware, software, and network issues to maintain optimal business continuity and user productivity.
• Proactively manage and update service tickets throughout the incident lifecycle, leveraging advanced troubleshooting skills and maintaining clear, professional communication with stakeholders at every stage.
• Demonstrate in-depth proficiency with Diligent’s core technologies—including Windows, Mac OS, and O365—applying best practices to resolve complex technical challenges and enhance the end-user experience.
• Serve as a subject matter resource for both hardware and software support, collaborating with cross-functional teams to drive continuous improvement in IT service delivery.
• Actively contribute to the development and maintenance of knowledge base resources, synthesizing insights from support interactions to empower team learning and elevate organizational knowledge management.

Required Experience and Skills

• 0-3 years of experience in a Windows Enterprise Environment supporting Desktop, Mobile, and Wireless devices.
• Experience with and understanding of office technology, cloud systems, desktop support, networking, printers, etc.
• Proficient in PC operations and MS Office applications, with strong Windows and Apple desktop support skills.
• Strong communication skills, capable of communicating effectively at both technical and business levels, including presenting status updates to senior management.
• Proven ability to relay sensitive information to appropriate parties, keeping clients, superiors, and peers updated based on their information needs.
• Excellent multitasking skills, prioritizing and executing a variety of concurrent tasks with minimal direction.

Preferred Experience and Skills

• Degree in Computer Science, Engineering, or Information Technology is preferred.
• ITIL Certification is a plus.

About Diligent

Diligent is the AI leader in governance, risk, and compliance (GRC) SaaS solutions, helping over 1 million users and 700,000 board members clarify risk and elevate governance. The Diligent One Platform provides practitioners, the C-Suite, and the board with a consolidated view of their entire GRC practice, enabling them to manage risk more effectively, build greater resilience, and make faster decisions.

At Diligent, we are building the future with bold, fast-moving people. Whether designing systems leveraging large language models or reimaging workflows with AI, you will help unlock new ways of working and thinking. Curiosity is in our DNA; we seek individuals who ask the big questions and experiment fearlessly—those who embrace change as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you are an agent of positive change, joining a global community on a mission to make an impact.

Diligent is headquartered in New York City and has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore, and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within commuting distance of a Diligent office location, you will be expected to work on-site at least 50% of the time, as we believe in-person engagement drives innovation, teamwork, and community.

What Diligent Offers You

• Creativity is ingrained in our culture. We are innovative collaborators by nature, thriving in exploring how things can be done differently in our internal processes and for our clients.
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting-free days, a generous time-off policy, and various wellness programs.
• We have teams all over the world. While headquartered in New York City, we maintain office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining, and promoting a diverse team is a top priority. We foster diversity through Employee Resource Groups and provide resources and education to facilitate dialogue and understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights, and connections needed to drive greater impact and accountability—to lead with purpose. Our employees are passionate, smart, and creative, aspiring not only to build the software company of the future but also to make the world a more sustainable, equitable, and better place.

EEO and Legal Information

Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation, in accordance with applicable federal, state, and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. For more details, please refer to Diligent's EEO Policy and US EEOC documentation. We maintain a drug-free workplace.

We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance or an accommodation due to a disability, please contact us at recruitment@diligent.com.

To ensure a fair and consistent hiring process, we utilize AI and digital automated tools to assist our recruitment team in organizing candidate data, surfacing relevant applications, coordinating interview scheduling, and summarizing interview notes. All final screening, evaluation, and hiring decisions are made by human members of our team. Please review our Candidate Privacy Policy to learn more about how we collect, protect, and process your information.

Diligent recognizes the value of a diverse global workforce. Visa sponsorship may be available for select positions based on business needs and specific role requirements, and sponsorship decisions are evaluated on a case-by-case basis.

Recruitment Agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees, or any other organizational location. Diligent is not responsible for any fees related to unsolicited resumes.