IT Help Desk Analyst

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. The IT Service Desk Analyst (P2) serves as a primary point of contact for end-users seeking technical assistance across software, applications, and hardware. In addition to day-to-day incident and request management, the role encompasses IT asset lifecycle support, meeting room technology maintenance and end-to-end AV/IT setup for company events. The P2 level is expected to work with greater autonomy than an entry-level analyst, take ownership of moderately complex issues, and contribute to knowledge-base development and process improvement. Strong verbal and written communication skills, with fluency in English, are essential for this role. A day in the life (Responsibilities) Service Desk Operations Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow. Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack) and business applications. Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals. Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking. Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation. Meet or exceed defined SLA targets for response and resolution times. IT Asset Management Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking and retirement. Maintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories and peripherals. Conduct periodic asset audits to verify inventory accuracy and flag discrepancies. Prepare and configure new-hire equipment (laptop imaging, software provisioning, account setup) across macOS, Windows, and Linux environments. Coordinate timely collection and secure disposal or reallocation of assets from departing employees. Manage stock levels for consumables and accessories (cables, docking stations, keyboard/mouse sets) and raise replenishment requests as needed Meeting Room Technology Maintain and support AV and IT equipment in all meeting and collaboration rooms (display screens, video conferencing systems, room booking panels, speakerphones, HDMI/USB-C connections). Conduct routine checks to ensure all meeting rooms are fully operational at the start of each business day. Troubleshoot and resolve meeting room technology issues promptly to minimise disruption to scheduled meetings. Coordinate with facilities and vendors for hardware repairs, warranty replacements, or upgrades. Create and maintain user guides for meeting room equipment. Event & Town Hall IT Support Partner with the events team and internal stakeholders to plan and deliver IT and AV support for company events including Town Halls, All-Hands meetings, off-sites, and external events. Set up, test, and operate AV equipment including projectors, large-format displays, microphones, live-streaming platforms and hybrid conferencing tools. Serve as on-site IT support during events, ensuring real-time issue resolution with minimal disruption. Conduct pre-event technical rehearsals and post-event teardown. Document event setup configurations for repeatability and future reference. Knowledge Management & Continuous Improvement Contribute to and maintain the IT knowledge base with accurate how-to guides, FAQs and troubleshooting articles. Identify recurring issues and propose root-cause fixes or user-education initiatives. Support onboarding sessions to help new employees get comfortable with IT tools and processes. Participate in team meetings, retrospectives, and process improvement initiatives. What you'll need to thrive (Requirements) Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience 3-5 years in an IT support or service desk role OS Proficiency: macOS Tahoe, Windows 11, and Linux — administration and troubleshooting across all three platforms Applications: Google Workspace, Microsoft 365, Active Directory / Azure AD, endpoint management tools (Intune, JAMF, or equivalent) Hardware: Hands-on experience with laptop/desktop builds, peripherals, and AV equipment ITSM Tools: Proficiency in ServiceNow (incident, request, and asset management) and Jira (task and project tracking) — both are essential This role follows a rotational shift schedule, with shifts changing every quarter. Shift windows (IST): 3:00 PM – 12:00 AM IST | 6:00 PM – 3:00 AM IST | 10:00 PM – 7:00 AM IST Monday –Thursday: Work from office (mandatory) & Friday: Remote/flexible, subject to business requirements Certifications: CompTIA A+ or equivalent (preferred); ITIL Foundation v4 (preferred) Technical Strong hardware and software troubleshooting methodology across macOS Tahoe, Windows 11 and Linux. Proficient in ServiceNow for end-to-end ticket lifecycle management. Working knowledge of Jira for task tracking and cross-team coordination. Working knowledge of networking fundamentals (DNS, DHCP , VPN, Wi-Fi). Familiarity with AV systems and video conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Google Meet). Basic understanding of asset management principles and ITAM tools. Interpersonal & Professional Clear and empathetic communication with both technical and non-technical stakeholders. Ability to manage multiple concurrent tasks and prioritise effectively under pressure. Customer-first mindset with a high standard for service quality. Proactive ownership of issues through to resolution. Comfortable working independently and as part of a collaborative team. Working Conditions Office-based with occasional requirements to support off-site events. May require early starts, late finishes, or weekend availability to support events and scheduled maintenance windows. Physical activity involved: carrying and setting up IT equipment, mounting displays, cable management. Performance Indicators SLA compliance rate (response and resolution targets) Customer satisfaction (CSAT) scores Asset inventory accuracy First-contact resolution rate Knowledge base article contributions Event support delivery — zero critical failures AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits . How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast People Are the Secret Ingredient in Our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast . Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com . ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.