Associate Service Desk Analyst

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

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.

A Day in the Life

The Staff Service Desk Analyst leads the resolution of the most complex hardware, software, and network issues
while setting standards for service excellence across the organization. This role drives strategic initiatives to enhance
IT support operations, mentors team members, and spearheads the adoption of innovative solutions, automation, and
process improvements. By collaborating with cross-functional partners and managing critical vendor relationships, the
Staff Service Desk Analyst ensures the continuous advancement of service delivery and the alignment of IT support
with organizational goals.

Key Responsibilities

• Provide strategic leadership and hands-on guidance for daily service desk operations, empowering the team to achieve ambitious performance objectives while fostering a culture of collaboration and accountability.
• Serve as the principal escalation authority, resolving the most complex technical challenges and ensuring seamless service continuity through expert problem-solving and decisive action.
• Partner with management to design, implement, and optimize performance metrics and reporting frameworks, delivering actionable insights that drive continuous improvement and operational excellence.
• Spearhead business technology (BT) initiatives across security, hardware, software, and support domains, championing cross-functional collaboration and the adoption of best practices to advance organizational resilience and innovation.

Required Experience/Skills

• 7-10 years of experience in a Windows Enterprise Environment supporting Desktop, Mobile and Wireless devices
• Possesses comprehensive expertise across office technology ecosystems-including cloud platforms, advanced networking, and multi-vendor device management-driving the integration and optimization of complex IT infrastructures.
• Exhibits mastery in PC operations and productivity suites, with distinguished proficiency in both Windows and Apple environments, consistently delivering innovative solutions to multifaceted technical challenges.
• Articulates complex technical concepts and operational statuses with clarity and influence at all organizational levels, including executive leadership, ensuring alignment and informed decision-making across business and technology domains.
• Excels in high-pressure, dynamic environments by strategically prioritizing and executing multiple concurrent initiatives with minimal oversight, consistently achieving superior outcomes and advancing organizational objectives.

Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients. We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs. (among others) Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent 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 a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

About Us

At Diligent, we’re the AI leader in governance, risk, and compliance (GRC) SaaS solutions. Our platform helps over 1 million users, including 700,000 board members- clarify risk, strengthen governance, and make faster, smarter decisions. Join us and be part of a team that empowers leaders worldwide to manage risk, build resilience, and drive impact every day.

Our AI Enhanced Interview Process

We may use Artificial Intentigence (AI) tools to support parts of our hiring process, such as reviewing applications, analysing resumes or assessig responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions at Diligent are made by humans. If you would like more information about this-please contact us at recruitment@diligent.com

A Committment to Candidate Experience

At Diligent, our people are our greatest asset, driving our mission to empower leaders and boards worldwide with smarter governance and risk solutions. We are committed to providing a best-in-class experience for all candidates. If you had a positive experience or see ways we could improve, please share your feedback with us at: recruitment@diligent.com