Senior IT Service Desk Analyst

Role Overview

We are seeking an experienced Senior IT Service Desk Analyst to join Terex's 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 the Desktop Side Support team, Desktop Engineering, Infrastructure, Security, and Application teams across regions.

Key Responsibilities

End User Support & Service Desk Operations

• Provide day-to-day support for Terex IT users globally across the Terex IT environment (hardware, operating systems, applications, and collaboration tools).
• Log, categorize, prioritize, and resolve incidents and service requests in line with defined SLAs and operational procedures.
• Troubleshoot and resolve complex end-user issues across Windows endpoints, identity/access, printing, network connectivity, and business applications; escalate effectively when needed.
• Execute routine service desk activities including user onboarding/offboarding support, password and access assistance, device setup guidance, and knowledge-driven request fulfillment.

Incident Management & Advanced Troubleshooting

• Perform structured triage using available monitoring, logs, and diagnostic tools, including the Nexthink DEX solution; identify trends and recurring issues impacting user productivity.
• Act as an escalation point for complex incidents, driving thorough troubleshooting, coordination, and restoration of service.
• Collaborate with Desktop Side Support, Desktop Engineering, Infrastructure, Network, Security, and Application teams to drive resolution of cross-domain incidents.
• Communicate clearly with end users and stakeholders, providing timely updates, setting expectations, and confirming resolution and user satisfaction.

Service Requests, Access & Device Support

• Fulfil service requests including software access, account support, and standard device troubleshooting using documented procedures and automation where available.
• Support identity and access requests (e.g. account access issues, MFA guidance, group membership changes) in line with security policies and approvals.
• Provide support for collaboration and productivity tooling (e.g. email, MS Teams, O365) and common peripherals (docking, printers, headsets).
• Support device lifecycle activities by coordinating with the Desktop Side Support team (imaging, replacements, break/fix), and ensuring accurate asset and ticket records.

Problem Management, Knowledge & Change Enablement

• Identify recurring incidents and contribute to problem management by capturing symptoms, workarounds, and supporting root cause investigations.
• Create and maintain knowledge articles, troubleshooting guides, and standard operating procedures to improve first-contact resolution.
• Support change implementation activities (communications, validation, hypercare) and ensure service desk readiness for new or changed services.
• Ensure accurate ticket documentation, categorization, and reporting inputs to support service performance, auditability, and continuous improvement.

Operational Excellence & Documentation

• Maintain and improve service desk knowledge, scripts, and runbooks to standardize support and reduce time to resolve.
• Monitor queue health and support performance against SLAs; highlight risks, backlogs, and service-impacting trends.
• Contribute to continuous improvement initiatives, including reducing repeat contacts, improving self-service, and standardizing support processes.
• Participate in on-call or follow-the-sun operational support rotations as required, providing mentoring and guidance to junior analysts when needed.

Required Qualifications

Experience

• 5 to 8 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.