First-line IT Support Analyst

Join Us at Parkopedia – Now Proudly Part of Arrive
Together, we make cities more livable

As Arrive, we guide customers and communities towards brighter futures and more liveable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travellers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

At Parkopedia, we contribute to this mission by delivering world-leading in-car data and transaction services for parking, EV charging, fuel, and tolls — trusted by millions of drivers and organisations such as Apple, Here and 20 automotive brands ranging from Audi to Volkswagen.

Role Summary
We are looking for a motivated and customer-focused IT Support Analyst to provide first-line technical support to our internal users. You will be the initial point of contact for all IT-related issues and service requests, helping to ensure smooth and uninterrupted use of technology within the organization

Key Responsibilities
- Serve as the first point of contact for users seeking IT assistance via chat, email, or ticketing system by providing initial diagnosis and resolution for common IT issues.
- Diagnose and troubleshoot basic hardware and software issues (e.g., operating systems, applications, network connectivity, printers).
- Perform hardware and software installations, configurations, and upgrades of workplaces (troubleshoot and resolve issues with laptops, phones, peripherals, …)
- Log, categorize, and track support tickets in the ITSM tool (e.g., ServiceNow).
- Escalate unresolved issues to Level 2 or relevant IT teams as needed.
- Follow standard operating procedures and contribute to internal documentation and knowledge base.
- Ensure timely follow-up and communication with users regarding the status of their requests.
- Support hardware and software inventory processes.
- Perform other support-related duties as needed.

Preferred qualifications
- Previous experience in a helpdesk or IT support role (internship or professional).
- Strong communication and problem-solving skills.
- Experience with IT ticketing systems and remote support tools.
- Ability to multitask and work effectively in a fast-paced environment.
- IT certifications (e.g., ITIL Foundation) are a plus.

Core Skills & Abilities
- Customer-focused mindset.
- Familiarity with ITSM tools (ServiceNow is a plus).
- Basic troubleshooting and analytical skills.
- Basic knowledge of Windows / Linux and/or macOS operating systems, with a good understanding of computer hardware and peripheral troubleshooting
- Familiarity with Google workspace, Slack and common business applications.

Possible Developments
- L2 Technician
- Helpdesk Team Lead

Working Conditions
- Standard office hours.
- May require lifting and moving computer equipment (up to ~25 lbs).