Service Experience Analyst

About Us:

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

Learn more at Sitecore.com

About the Role/ The Opportunity:

As a Service Experience Analyst, you will be the first point of contact for colleagues seeking technical support across our global organisation. You will diagnose and resolve day-to-day technology issues, manage requests through ServiceNow, and deliver a responsive, user-focused support experience across devices, Microsoft 365, and collaboration platforms. Working closely with L2, L3, and external partners, you will help keep employees productive and connected. This role requires participation in a rotating shift schedule to support colleagues across global time zones.

What You’ll Do:

• Provide global L1 remote technical support for users across Windows laptops, MacBooks, and Android and iOS devices.
• Troubleshoot and resolve hardware, software, network, cloud service, and operating system issues.
• Manage ServiceNow requests, incidents, problems, and knowledge articles, ensuring tickets are updated, followed up, and resolved promptly.
• Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, SharePoint, and related user requests.
• Perform Exchange, Teams, and SharePoint administration, including mailbox and group creation, mail tracing, channels, sites, libraries, and permissions.
• Handle password resets, account unlocks, and access requests in line with Service Desk procedures, escalating complex issues to L2, L3, or third-party vendors.

What You Need to Succeed:

• Bachelor’s degree in information technology or computer science.
• Typically required 2 years hands-on L1 Service Desk experience supporting Windows, macOS, mobile devices, and common workplace technology.
• Strong troubleshooting skills across hardware, software, networks, operating systems, and cloud-based services.
• Working knowledge of Microsoft 365, Exchange, Teams, SharePoint, user access, permissions, and account administration.
• Experience using ServiceNow or a similar ITSM platform, with disciplined ticket ownership, documentation, prioritisation, and follow-through.
• Clear communication, customer focus, and the judgement to resolve issues independently or escalate them promptly to the appropriate support team.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.