IT Service Desk Analyst

Cargurus

Who we are At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years. What we do The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride! Role overview CarGurus is hiring an IT Service Desk Analyst  to join our IT Team. We are looking for a versatile, analytical, and enthusiastic Engineer who will work closely with business and IT teams in the U.S. and overseas. The ability to be creative and have the initiative to improve processes will be a major part of your success. Your audience will be wildly multifaceted from C level executives, to engineers, to our sales team. One’s ability to collaborate and work efficiently is central to the IT Team’s focus and success. You will be hybrid out of our office on 1001 Boylston Street in Boston, MA.  What you'll do * Provide Tier 1 technical support to employees both in person and remotely * Identify, investigate, and resolve a range of technical issues affecting business systems by exceeding target SLAs (Service Level Agreements)  * Process onboarding and off boarding of employees, including account configuration, initial laptop setups, and delivering IT Onboarding training sessions * Support on site meetings and events * Author and maintain internal documentation * Escalate issues where appropriate and follow up to ensure resolution  * Maintain high Customer Satisfaction (Internal) for our colleagues  * Drive continuous improvements by implementing perfective measures that provide business value and enhance functional performance  * Demonstrate flexibility to cope with changing demands based on business priority  * Supervise technology trends and makes recommendations on incorporating innovative technology into the company’s existing platforms  * Develop strong working relationships with key business members, IT project and development teams and relevant 3rd party vendors  * Support of system deployments from business and liaising with 3rd party vendors where relevant  * Ensure that emerging and ongoing business requirements are accommodated by researching and reviewing new systems and applications  * Provide feedback on existing tools and processes to help improvements * Collaborate with  senior team members and vendors to evaluate innovative technology What you'll bring * 1-2 years of support experience  * Associates’ Degree in MIS or equivalent experience   * Industry certifications (CompTIA) or similar  certificate programs focusing on desktop support a plus * Experience supporting Macs (OSX) and PCs (Windows and/or Linux) within an enterprise environment * Demonstrated experience with leading technologies such as Google Workspace, Slack, and Okta  * Experienced working in a team-orientated and collaborative environment  * Applied best practice IT Service Management processes in the delivery and support of IT services e.g., the ITIL (Information Technology Instrument Library) best practice framework. * A curious mind, with a desire to help users across all aspects of the business and various skill levels. In addition to the responsibilities above, this role also requires regular physical activity, including moving around the office to assist with IT or AV event related tasks, lifting and carrying equipment (upwards of 50lbs), moving tables and chairs, and plugging in devices under desks and other confined spaces. The IT Service Desk Analyst must be able to perform these duties safely and efficiently as part of their responsibilities.   The displayed range represents the expected annual base salary / On-Target Earnings (OTE) for this position. On-Target Earnings (OTE) is inclusive of base salary and on-target commission earnings, which applies exclusively to sales roles. Individual pay within this range is determined by work location and other factors such as job-related skills, experience, and relevant education or training. This annual base salary forms part of a comprehensive Total Rewards Package. In addition to benefits, this role may qualify for discretionary bonuses/incentives and Restricted Stock Units (RSUs). Position Pay Range $52,000—$66,000 USD Working at CarGurus We reward our Gurus’ curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives. CarGurus may require in-person interviews as part of our hiring process, particularly for positions based in our Boston and Dublin offices. Candidates selected for an in-person interview will be notified in advance. Please be aware that travel expenses are the responsibility of the candidate. We welcome all CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential—starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That’s why we hope you’ll apply even if you don’t check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid

GoFibre

IT Service Desk Team Leader Edinburgh Hybrid  from £50,000 upwards  31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching   THE TEAM As the 3rd Line Service Desk Team Leader, you’ll be managing a small team of Service Desk Analysts, daily operations and BAU activity, whilst serving as the senior escalation point for our most complex and advanced issues. We’re looking for you to be a technical expert who can administer and support our systems, whilst providing great team leadership. If this sounds like you, we want to hear from you!   WHAT YOU’LL BE WORKING ON * Developing and supporting the Service Desk team through coaching and guidance * Taking the lead on complex incidents, acting as the 3rd line escalation expert * Keeping our Azure, M365, Intune, IAM and MDM environments running smoothly * Owning end-to-end office IT operations – from provisioning devices to keeping asset control tight * Championing security best practice across BAU, access, devices and policies * Managing supplier relationships, licensing and renewals, and contributing to budget planning * Keeping Jira, documentation and ITIL processes sharp, accurate and always evolving WHAT YOU WILL BRING TO THE ROLE * Experience building and growing service desk teams that deliver * Up-to-date knowledge of Azure, Microsoft 365 and device management (Intune/MDM) * Thrives on solving complex IT challenges * Thinks proactively about security, embedding least-privilege access and safe ways of working * Decisive and organised, with a big focus on prioritisation and continuous improvement WHO WE ARE At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve. Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links. HOW WE WORK Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing. Sound like the kind of place you want to work? If so, read on We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another. Are you ready for the challenge? Get in touch now, we can’t wait to hear from you! www.gofibre.co.uk #LI-SN1

GoFibre

IT Service Desk Team Leader Edinburgh Hybrid  from £50,000 upwards 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching   THE TEAM As the Service Desk Team Leader, you’ll be managing a small team of Service Desk Analysts, daily operations and BAU activity, whilst serving as the senior escalation point for our most complex and advanced issues. We’re looking for you to be a technical expert who can administer and support our systems, whilst providing great team leadership. If this sounds like you, we want to hear from you!   WHAT YOU’LL BE WORKING ON   * Developing and supporting the Service Desk team through coaching and guidance * Taking the lead on complex incidents, acting as the 3rd line escalation expert * Keeping our Azure, M365, Intune, IAM and MDM environments running smoothly * Owning end-to-end office IT operations – from provisioning devices to keeping asset control tight * Championing security best practice across BAU, access, devices and policies * Managing supplier relationships, licensing and renewals, and contributing to budget planning * Keeping Jira, documentation and ITIL processes sharp, accurate and always evolving WHAT YOU WILL BRING TO THE ROLE * Experience building and growing service desk teams that deliver * Up-to-date knowledge of Azure, Microsoft 365 and device management (Intune/MDM) * Thrives on solving complex IT challenges * Thinks proactively about security, embedding least-privilege access and safe ways of working * Decisive and organised, with a big focus on prioritisation and continuous improvement WHO WE ARE At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve. Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links. HOW WE WORK Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing. Sound like the kind of place you want to work? If so, read on We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another. Are you ready for the challenge? Get in touch now, we can’t wait to hear from you! www.gofibre.co.uk #LI-SN1