Digital Workspace Analyst

Responsibilities

• Serve as the first point of contact for users requiring IT assistance via calls, emails, and chats.
• Fulfill incidents and requests routed to the IT Service Desk and track all information in the ticketing system.
• Provide technical support to troubleshoot basic end-user issues and handle user administration tasks.
• Perform hardware and software asset management, ensuring accurate inventory and licensing compliance.
• Participate in the knowledge management process to resolve tier 1 incidents.
• Follow standard Service Desk operating procedures and escalate unresolved issues to appropriate resolver groups.

Requirements

• Bachelor's degree in a related field or equivalent professional experience.
• 2-4 years of experience in technical/desktop support or helpdesk roles.
• Strong understanding of operating systems and application software.
• Proficiency in Microsoft Office applications for support, reporting, and documentation.
• Excellent phone skills and a professional demeanor for providing remote technical support.
• Willingness to work rotational shifts, including weekends and public holidays.

Preferred Qualifications

• Experience using ServiceNow or other enterprise ticketing tools.

About the Company

McGraw Hill is a leading provider of educational solutions, dedicated to delivering market-leading tools and technology to customers globally. We foster a culture of curiosity and innovation where employees are encouraged to own their growth in a collaborative and inclusive environment.