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