Senior It Service Desk Analyst

Role Overview

We are seeking an experienced Senior IT Service Desk Analyst to join End User Support organization. This is a hands-on and operationally focused role, responsible for providing high-quality end-user support to Terex employees globally and ensuring consistent, reliable access to Terex IT services and tools.

The Senior IT Service Desk Analyst plays a key role in ensuring stable, secure, and productive end-user experiences across the enterprise, providing advanced troubleshooting and acting as an escalation point for complex incidents. The role operates within a globally integrated, follow-the-sun support model, partnering closely with Desktop Side Support team, Desktop Engineering, Infrastructure, Security, and Application teams across regions.

Required Qualifications

Experience

• 58 years of overall IT service desk / end-user support experience in an enterprise environment.
• Proven experience supporting end users across a broad range of workplace technologies (Windows endpoints, collaboration, identity/access, and business applications).
• Strong operational discipline with experience in incident, request, and problem management within an ITSM framework.

Technical Skills

• Strong hands-on experience delivering service desk support with a customer-first approach.
• Strong troubleshooting skills across Windows OS, endpoint performance, printers/peripherals, and basic network connectivity (DNS, VPN, Wi-Fi, proxy).
• Experience supporting identity and access services (e.g., SSO, MFA), and common productivity/collaboration platforms used across the enterprise.
• Working knowledge of endpoint management concepts (device compliance, software deployment, remote support) and ability to partner with EUC/desktop engineering teams.
• Ability to document troubleshooting steps, resolution notes, and knowledge articles to improve support repeatability and first-contact resolution.
• Proven experience working within ITSM processes, including incident and request management, major incident support, and contributing to RCA and problem records.

Education

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related discipline.

Preferred Qualifications

• Experience supporting a large-scale or global user base in a follow-the-sun support model.
• Exposure to security and compliance requirements for end-user support (access controls, data handling, endpoint protection).
• Experience supporting major incidents, coordinating with resolver groups, and communicating effectively with business stakeholders.
• Familiarity with ITIL-based operational processes and service management tooling.
• Certifications such as ITIL Foundation, Microsoft 365, or endpoint/support-related certifications.