IT Help Desk Analyst

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The IT Help Desk Analyst serves as a primary point of contact for end-users seeking technical assistance across software, applications, and hardware. In addition to day-to-day incident and request management, the role encompasses IT asset lifecycle support, meeting room technology maintenance, and end-to-end AV/IT setup for company events. The P2 level is expected to work with greater autonomy than an entry-level analyst, take ownership of moderately complex issues, and contribute to knowledge-base development and process improvement. Strong verbal and written communication skills, with Hluency in English, are essential for this role. A day in the life (Responsibilities): 1. Help Desk Operations Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow. Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack), and business applications. Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals. Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking. Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation. Meet or exceed defined SLA targets for response and resolution times. IT Asset Management Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking, and retirement. Maintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories, and peripherals. Conduct periodic asset audits to verify inventory accuracy and flag discrepancies. Prepare and configure new-hire equipment (laptop imaging, software provisioning, account setup) across macOS, Windows, and Linux environments. Coordinate timely collection and secure disposal or reallocation of assets from departing employees. Manage stock levels for consumables and accessories (cables, docking stations, keyboard/mouse sets) and raise replenishment requests as needed. Meeting Room Technology Maintain and support AV and IT equipment in all meeting and collaboration rooms (display screens, video conferencing systems, room booking panels, speakerphones, HDMI/USB-C connections). Conduct routine checks to ensure all meeting rooms are fully operational at the start of each business day. Troubleshoot and resolve meeting room technology issues promptly to minimise disruption to scheduled meetings. Coordinate with facilities and vendors for hardware repairs, warranty replacements, or upgrades. Create and maintain user guides for meeting room equipment. Event & Town Hall IT Support Partner with the events team and internal stakeholders to plan and deliver IT and AV support for company events including Town Halls, All-Hands meetings, off-sites, and external events. Set up, test, and operate AV equipment including projectors, large-format displays, microphones, live-streaming platforms, and hybrid conferencing tools. Serve as on-site IT support during events, ensuring real-time issue resolution with minimal disruption. Conduct pre-event technical rehearsals and post-event teardown. Document event setup configurations for repeatability and future reference. Knowledge Management & Continuous Improvement Contribute to and maintain the IT knowledge base with accurate how-to guides, FAQs, and troubleshooting articles. Identify recurring issues and propose root-cause fixes or user-education initiatives. Support onboarding sessions to help new employees get comfortable with IT tools and processes. Participate in team meetings, retrospectives, and process improvement initiati