Sr Analyst IT

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

We are looking for a proactive and technically capable Remote Desktop Support (RDS) Agent to provide remote technical support to global users across multiple regions and time zones. The role is responsible for resolving incidents and service requests related to end-user computing, remote access, collaboration tools, and enterprise applications.

The successful candidate will deliver high-quality customer support while ensuring timely issue resolution and excellent user experience. This role requires strong troubleshooting skills, effective communication, and the ability to work in a fast-paced support environment.

Key Responsibilities

Remote Technical Support

• Provide remote technical support via phone, chat, email, and remote support tools.
• Troubleshoot and resolve issues related to
• Windows and macOS operating systems
• Microsoft 365 applications
• VPN and remote connectivity
• Endpoint devices and peripherals
• Mobile devices and collaboration tools
• User account and access issues
• Support remote users across multiple locations and time zones.
  
  

Incident & Request Management

• Log, categorise, prioritise, and manage tickets within the ITSM platform.
• Ensure incidents and service requests are resolved within agreed SLAs.
• Maintain accurate ticket documentation and communication updates.
• Escalate unresolved or complex issues appropriately.
  
  

Customer Service & User Experience

• Deliver professional, responsive, and customer-focused support.
• Maintain regular communication with users regarding ticket progress and resolution.
• Contribute to positive end-user experiences through effective issue resolution.
  
  

Knowledge Management & Process Adherence

• Follow established support procedures and ITIL-aligned processes.
• Contribute to knowledge base updates and documentation improvements.
• Ensure compliance with IT security policies and operational standards.
  
  

Team Collaboration

• Collaborate effectively with RDS colleagues and wider IT support teams.
• Participate in shift handovers, operational meetings, and continuous improvement initiatives.
• Support operational coverage during peak periods where required.
• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 5+years of experience in IT Support, Service Desk, or Remote Desktop Support.
• Experience supporting enterprise desktop and remote user environments.
• Familiarity with ITSM tools such as ServiceNow or similar platforms.
• Basic understanding of ITIL support processes preferred.
• Experience using remote support and endpoint management tools.
  
  

Key Skills

• Strong troubleshooting and technical support capability.
• Good communication and customer service skills.
• Ability to work effectively in a fast-paced support environment.
• Strong organisational and multitasking skills.
• Customer-focused and proactive attitude.
• Willingness to learn and continuously develop technical skills.
  
  

Why Join Us?

• Opportunity to join a growing global IT support organisation.
• Exposure to enterprise technologies and international operations.
• Collaborative and supportive team environment.
• Career development and progression opportunities.