The Service Desk Analyst is part of a global team that provides first and second level support for technical infrastructure including laptops running Windows and Mac-OS, mobile devices, end user applications and services, as well as some server and Active Directory administration.
Responsibilities:
- Ensure end-to-end user experience and provides a single point of contact for users incidents and requests.
- Provide timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude. Log and track incidents and requests and follow up with other resources involved to ensure incidents are resolved, and request are fulfilled.
- Perform analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions.
- Install, configure, test, maintain, monitor, and troubleshoot users workstations and related hardware and software in order to deliver required service levels.
- Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Document resolutions and update self-help and knowledge bases.
- Conduct assets management processes. Liaise with third-party support and equipment, software and service vendors.
- Provide after hours support as needed.
- Adhere to IT and company policies and follows procedures.
- Perform other duties as assigned.
Requirements :
- 5+ years of experience in an IT Support position in a global company
- Superior customer service skills in dealing with employees at all levels, including executives.
- Familiar with IT Service Management tools Jira JSM is preferred Hands-on hardware troubleshooting experience. Working technical knowledge of current protocols, operating systems and standards, including Windows and Mac OS, MS Office and other productivity tools.
- Ability to conduct research into issues and products as required.
- Strong written and oral communication skills. Ability to present ideas in user-friendly language. Effective interpersonal skills.
- Analytical and problem-solving abilities, with keen attention to detail.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Bachelor Degree (B.S) from four-year college or University with an emphasis in Computer Sciences, Information Systems or equivalent.
- Good understanding of core information technologies, servers, networking, DNS, email, TCP/IP
- Hands-on experience with Okta or another SSO platform.
- Extensive support experience with both Mac and Windows laptops.
- Office 365 Administration, MDM tools to manage end user laptops, MS O365 applications.
- Understanding of corporate Wi-Fi and wired networks.
- Asset management and tracking
- Conference room AV including Zoom and MS Teams
- Working knowledge of Active Directory, Azure
- How to domain join laptops to local domain or Azure.
