Mimecast
DesktopSupportAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Desktop Support Analyst at Mimecast. Skills: Technical Support, ServiceDesk, IT Help Desk. Provide first-level technical support. Diagnose and resolve IT-related issues”
What You'll Achieve.
Ensure timely and efficient support; improve service delivery; maintain a high level of customer satisfaction
Industry & Context.
diagnosing and resolving IT-related issues; resolve user problems efficiently
Flexibility to work in a 24/7 rotational shift schedule
What They're Looking For.
Must Have
Bachelor’s degree in information technology, or a related field., 2–4 years of prior experience in a Global IT help desk or IT customer support role., communication and interpersonal skills to effectively engage with users., Ability to work under pressure and manage multiple tasks in a fast-paced environment.
Nice to Have
Industry-recognized certifications such as CompTIA A+, ITIL are highly desirable.
What You'll Do.
Provide first-level technical support
Diagnose and resolve IT-related issues
Manage and resolve incidents
Handle and resolve tickets
Provide remote support
Communicate effectively with users
Collaborate with other IT teams
Ensure adherence to SLAs
Maintain a high level of customer satisfaction
Stay updated on IT trends
How You'll Work.
Team & Collaboration
Collaborate with other IT teams to escalate and resolve complex issues.
Communication Scope
Communicate effectively with users; communication and interpersonal skills
Full Job Description
** Technical Support Engineer / ServiceDesk Engineer** **About Mimecast** **Mimecast** is a leading cybersecurity company protecting organizations' people, data, and communications. Trusted by over 42,000 customers worldwide, it’s recognized as a Leader in the Gartner Magic Quadrant for Digital Communications Governance and Archiving. Focusing on Human Risk Management, Mimecast addresses the human factor in cybersecurity through advanced threat detection, awareness training, risk management, and data governance. Its solutions ensure communication data is archived, compliant, and discoverable, helping businesses reduce risks tied to human actions**.** Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering, from code development to testing, documentation, and operations. We're looking for leaders who don't just use AI tools but champion their adoption and establish new ways of working. Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers, and we're recognized as "Agents of Change" in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide. **Role Overview:** Seeking a **Technical Support Engineer / ServiceDesk Engineer** dedicated to delivering first-level technical support to end users across global regions by effectively diagnosing and resolving IT-related issues. Serves as the primary point of contact for managing and resolving incidents related to software, hardware, and network systems, ensuring timely and efficient support. **Key Responsibilities:** * Provide first-level technical support for issues related to Windows, macOS, computer hardware, and basic networking. * Utilize IT service management and troubleshooting methodologies to resolve user problems efficiently. * Handle and resolve tickets us
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