Service Desk Analyst

The Global Physical Security service desk is responsible for safeguarding personnel facilities and assets across a global footprint. The Global Physical Security service desk supports and maintains enterprise physical security platforms including access control video surveillance and associated infrastructure ensuring high availability and operational reliability.

Position Summary:

The Global Security Systems Service Desk Analyst is a critical operational role responsible for ensuring the stability and performance of estate enterprise physical security systems. Acting as the central point of coordination this role manages service requests from intake through resolution performing advanced troubleshooting and orchestrating field response when necessary. Reporting to the Global Service Desk Manager.

This position requires a blend of technical expertise analytical thinking and service ownership. The ideal candidate is comfortable operating in a fast-paced environment making real-time decisions and driving issues to resolution while maintaining a high standard of customer service.

Key Responsibilities:

• Serve as the primary point of contact for all incoming service requests related to physical security systems (via phone email and ticketing systems)
• Perform advanced triage and root cause analysis to diagnose system issues.
• Execute remote troubleshooting and resolution minimizing the need for onsite dispatch whenever possible.
• Determine incident severity and business impact; prioritize work in alignment with SLAs.
• Coordinate and dispatch field technicians ensuring proper scope parts and information are provided.
• Own incidents end-to-end including follow-ups status updates and final resolution validation.
• Monitor system health alerts and dashboards to proactively identify and mitigate issues.
• Collaborate with engineering vendors and cross-functional teams to resolve complex or recurring issues.
• Identify trends and recurring problems; recommend process improvements or system enhancements.
• Maintain accurate and detailed documentation in ticketing systems including resolution steps and root cause.
• Contribute to and maintain a knowledge base to improve team efficiency and first-call resolution rates.
• Provide guidance and informal mentoring to junior team members or technicians as needed.
• Ensure compliance with security policies data protection standards and confidentiality requirements.

Technical Scope:

• Enterprise Access Control Systems (Lenel OnGuard)
• Video Management Systems (e.g. Milestone Lenel OnGuard)
• Alarm monitoring and event management systems
• Device connectivity (controllers readers cameras)
• Basic network troubleshooting (IP addressing connectivity latency device communication)
• Trouble shoot Integration points between security systems and IT infrastructure
• Axis (or equivalent) enterprise level IP CCTV configuration commissioning & fault finding

Qualifications :

Required Qualifications: 

3-5 years of experience in:

• Technical support systems analysis or security systems service operations roles
• Physical security systems (access control CCTV) or closely related technologies
• Proven experience in incident management triage and issue resolution
• Strong troubleshooting skills across software hardware and network connected systems.
• Ability to manage multiple concurrent incidents with competing priorities.
• Strong written and verbal communication skills with a customer first mindset o
• Demonstrated ability to take ownership and drive issues through to completion.
• Experience working with ticketing systems (e.g. APEX Jira Service Management)

Preferred Qualifications:

• Experience supporting enterprise-scale security environments (Data Centre environments)
• Familiarity with ITIL practices (incident problem and change management)
• Experience coordinating or dispatching field service teams.
• Working knowledge of networking fundamentals (TCP/IP ports device communication)
• Experience working with vendors or third-party service providers.
• Experience working with Data Centre Co-location service providers

Work Environment & Additional Requirements:

• Will need to be highly self-motivated and comfortable working independently. The work is often non-routine and highly complex involving the application of advanced technical and business skills within the area of specialization. Although predominantly supporting the EMEA region there is an expectation to assist the wider global team in delivering a 24x7 follow-the-sun support model.
• Primarily a remote role with occasional onsite support as required.
• Participation in an on-call rotation or after-hours support may be required.
• Ability to work in a fast-paced high-availability environment supporting critical infrastructure.

Key Performance Indicators (KPIs):

• SLA adherence (response and resolution times)
• First-call / first-contact resolution rate
• Incident backlog and aging
• Customer satisfaction (CSAT)
• Accuracy and completeness of ticket documentation
• Key Success Factors:
• Strong analytical and troubleshooting mindset.
• Ability to remain composed and decisive under pressure.
• Effective coordination across technical and non-technical teams
• High level of accountability and ownership
• Continuous improvement mindset with attention to detail

Additional Information :

At Securitas we believe in rewarding our people for their hard work. We offer a range of great benefits designed to support our people and their families.

These comprehensive benefits include discounted health care scheme company pension bike to work scheme access to hundreds of discounts from well-known brands and retailers access to hundreds of high-quality online education courses from some of the worlds leading learning institutions ways to save for the future and other resources to improve health and well-being.

Benefits:

• Substantial Maternity Leave top up payment
• Full-time 36 hours a week contract of employment with the ability to work up to 48 hours per week 
• 24 hour EAP (Employee Assistance Programme) free confidential counselling and advice supporting our employees in a number of areas.                   
• Employer Contribution Pension Scheme from the day you join the Company
• Progression training and development opportunities
• Christmas Savings Scheme
• Discounted Private Healthcare Scheme (Cash back on everyday medical costs such as dental check-ups optical GP and Emergency Department visits.)
• Internal recognition schemes
• Bicycle to work scheme from the day you join the Company (Save up to 52% on a bike and accessories)
• Group Scheme (Access to hundreds of discounts from well-known brands and retailers as well as access to hundreds of high-quality online education courses from some of the worlds leading learning institutions.)
• Employee Refer a friend incentives
• SIPTU Representation Rights

Securitas is an equal opportunities Employer

P.S.A. Licence Number : 00352

Website:  jobs:  at Securitas:  Integrity Line:  Work :

No

Employment Type :

Full-time