IT Help Desk Analyst

Benefits

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About this role

IT Help Desk Analyst Taipei City, Taiwan 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 Help Desk Analyst 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 Hluency in English, are essential for this role. A day in the life (Responsibilities): 1. Help 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

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