Service Desk Analyst II

Role Overview: As a Service Desk Analyst II at Herbalife International, you will play a meaningful role in providing top-tier technical advice and mentorship to IT users. This opportunity uniquely combines customer service excellence with technical expertise, aiming for flawless incident resolution and exceptional timeliness. You will offer world-class service desk support to all Herbalife Nutrition employees, providing 1st and 2nd level technical assistance for queries and issues related to computer systems, software, and hardware. Your responsibilities will include monitoring and processing tickets based on priority, redirecting issues to the appropriate resource as needed, and applying business/technical support concepts to perform Tier 1 and 2 technical support. Additionally, you will manage the service management tracking software to ensure efficient incident resolution. Key Responsibilities: - Provide 1st and 2nd level technical assistance to Herbalife Nutrition employees - Monitor and process tickets, redirecting issues to the appropriate resource as needed - Apply business/technical support concepts to perform Tier 1 and 2 technical support - Deploy, configure, and troubleshoot desktop PCs, laptops, peripherals, mobile devices, and software - Handle the installation, modification, and repair of computer hardware and software - Manage follow-ups and hand-offs to ensure a seamless user experience Qualifications Required: - Outstanding communication skills - Strong documentation abilities - Proven problem-solving and troubleshooting capabilities - Solid understanding of IT concepts and practices - Familiarity with remote tools and a Windows-based enterprise environment - Knowledge of ITIL and Service Management principles - Minimum of 3 years" experience in Service/Help desk or a related field - Bachelor's degree in Information Technology or a related field preferred, equivalent experience may be considered Additional Details: The ideal candidate for this position should uphold ethical standards, demonstrate leadership qualities, work collaboratively, embrace diversity, drive innovation, and adapt to change positively. By meeting challenges with integrity, trust, and transparency, you will contribute to the quality standards and efficiency goals of Herbalife International.,