Service Desk Analyst 2
Company Overview
91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
We welcome you to join the "IT Workforce Care Team" as a "Service Desk Analyst" and become a part of our esteemed organization. The Workforce Care team prides itself on providing unparalleled IT support to the 91黑料爆料 workforce.
As a Service Desk Analyst, you will provide technical assistance to users of the organization, responding to their inquiries, evaluating and resolving issues related to IT equipment and applications. Your work will involve providing technical care to all aspects of the information systems unit, including system hardware, operating systems, applications, and networks.
You will work closely with the organization's IT department, providing assistance on work that may be beyond the scope of your expertise. As a Service Desk Analyst, you will serve as a single point of contact for any system-related issues and provide support relating to common incidents.
Your role as a Service Desk Analyst is critical in ensuring smooth business operations by resolving any technical issues swiftly and serving as the primary support channel for the organization's IT systems.
Responsibilities
鈼徛犅犅犅犅犅 Act as a front-end contact for internal employees including senior executives regarding IT issues and queries via phone, email, chat and in-person. Responsible for quickly restoring users to perform normal functions on users Laptop, applications, IT Tools. 鈼徛犅犅犅犅犅 Take ownership of customer issues, follow up on the status of problems on behalf of the user, and communicate progress in a timely manner. 鈼徛犅犅犅犅犅 Provide users with routine information on system updates, errors and features and proactively provides advice to prevent service incidents. 鈼徛犅犅犅犅犅 Set up the PCs and applications for new hires to provide a best-in-class experience on their first day, including IT orientation. 鈼徛犅犅犅犅犅 Provide advanced level support to end users on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, IT Asset Management etc. 鈼徛犅犅犅犅犅 Proactively solves customer problems by facilitating self-help articles, involving SMEs, or connecting with multiple teams 鈼徛犅犅犅犅犅 The ability to take on small projects from start to finish. 鈼徛犅犅犅犅犅 Look for ways to automate the operations tasks handled during day-to-day work and brainstorm with leads for implementation 鈼徛犅犅犅犅犅 Support/Manage small and mid sized AV Events 鈼徛犅犅犅犅犅 Mentor junior colleagues and peers from a technical perspective. 鈼徛犅犅犅犅犅犅 Document various innovative ideas, operational process documents, new processes, and procedures (SOP documents, Setup documents, Runbooks)聽 鈼徛犅犅犅犅犅 Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively. 路聽聽 聽聽 Clear and professional verbal and written communication to customers and management. 路聽聽 聽聽 Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and fulfilling customer requests, complaints and issues. |
Qualifications
鈼 B.E. in Computer Science or equivalent
鈼 4+ years previous IT Service Desk / onsite support experience required.
鈼 IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, MCSE, CompTIA A+, Mac and Windows Operating system)
鈼 Advanced knowledge and hands-on troubleshooting of Windows and MAC Operating Systems, iOS and Android
鈼 Strong understanding of Active Directory, O365, DNS, DHCP, DFS File Server, Managed Print Services, basic networking.
鈼 Experience with ITSM Tool - Incident, Request, Reporting, Knowledge Base, CMDB
鈼 Basic knowledge of Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.聽
鈼 Experience Troubleshooting AV systems such as Poly, providing AV support to small and mid sized events. .聽
鈼 Collaboration services (BOX, LumApps, Sharepoint, OneDrive, Google Drive, etc)聽
鈼 Analytics Tool ie. Tableau, Power BI, Qlik, Excel, Python desirable聽
鈼 Excellent communication skills and telephone manner
鈼 Ability to work independently and as part of a team
鈼 Customer-focused with a commitment to providing high-quality support.聽
91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:聽