Job Description

Step into the role of Multimedia Service Desk Analyst and help shape the future of multimedia and collaboration services. You will make a meaningful impact by supporting operational excellence, collaborating with diverse teams and vendors, and enhancing user experience. Your analytical mindset and commitment to continuous improvement will be valued in our dynamic workplace, offering you opportunities for growth and skill development.

Job Summary:

As a Multimedia Service Desk Analyst in Workplace Services Operations, you will support the delivery, monitoring, and improvement of multimedia and collaboration platforms. You will partner with internal teams, vendors, and stakeholders to ensure service alignment with global standards. Your responsibilities include operational support, performance analytics, incident management, documentation, and stakeholder coordination. You will help maintain a reliable and secure multimedia environment while driving measurable improvements.

Job Responsibilities:

• Support day-to-day operations for multimedia and collaboration platforms, including incident triage, troubleshooting, maintenance coordination, and escalation tracking.
• Monitor user experience indicators, document service issues, and coordinate timely resolutions to ensure a seamless end-user experience.
• Maintain and improve operational runbooks, knowledge articles, and standard operating procedures to increase consistency and reduce recurring issues.
• Monitor operational performance, conduct system health checks, and identify trends and anomalies in service continuity and incident volumes.
• Produce status reports, dashboards, and performance summaries for leadership and stakeholders.
• Track and analyze service KPIs and SLAs, providing insights and recommendations to improve reliability and user satisfaction.
• Support vendor performance management by tracking SLA adherence, logging issues, and escalating concerns as needed.
• Coordinate with product teams, IT, and business stakeholders to support rollouts, enhancements, and operational readiness.
• Participate in operational forums to share insights, service learnings, and best practices.
• Support risk and controls activities by maintaining documentation and ensuring process adherence to global policies.
• Assist with audit readiness by organizing artifacts and tracking remediation actions.

Required Qualifications, Capabilities, and Skills:

• Experience supporting operations, service delivery, or technology support functions within multimedia, AV, conferencing, or collaboration technology environments.
• Strong analytical skills with experience producing operational reporting and translating data into actionable insights.
• Working knowledge of incident management and troubleshooting workflows, including escalation coordination.
• Strong documentation skills with attention to detail and process discipline.
• Effective communication and stakeholder management skills, able to coordinate across teams and vendors.
• Familiarity with risk, controls, compliance, and audit support processes.

Preferred Qualifications, Capabilities, and Skills:

• Experience with automation or AI-enabled operations tools.
• Knowledge of continuous improvement methods such as root cause analysis and problem management.
• Experience with financial and asset tracking, including inventory management and vendor coordination.
• Ability to identify and propose operational efficiency improvements.
• Experience supporting expense and budget tracking activities.
• Familiarity with lifecycle reporting and RMA documentation.
• Experience participating in operational forums and sharing best practices.

Why Join Us?

You will be part of a collaborative team dedicated to operational excellence and innovation. We offer opportunities for career growth, skill development, and the chance to make a real impact on multimedia services across the organization.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.