Service Desk Analyst

Are you ready to be a trusted presence in a dynamic and vital environment? At Securitas, our mission goes beyond securing premises — we protect people, property, and peace of mind. This role offers the chance to work with a prestigious clients. Why Join Us?Be part of a company that lives by its values: Integrity, Vigilance, and HelpfulnessCareer development opportunities and industry-recognised trainingA supportive team environmentCompetitive salary and benefits packageMake a meaningful impact every dayJoin Securitas and help us “See a Different World.” Apply now and become a key player in delivering safety and peace of mind. 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...