IS Analyst Senior Associate - Digital Workplace (JP9973)

3 Key Consulting • Thousand Oaks, CA

13d • Hybrid

About The Position

3 Key Consulting is hiring a Sr Associate IS Analyst for a consulting engagement with our direct client, a leading global bio-pharmaceutical company. This role is a member of the IT team responsible for supporting the Deskside Services team in US / USTO (Thousand Oaks, Ca.) and will work under the supervision of US Deskside Service Staff to support USTO end user devices. The specific focus is on device handling / IMAC (Install-Move-Add-Change) activities, such as onboarding new users and termination of users. The role involves guiding and monitoring outsourced activities to ensure new hires receive their devices on time and that devices are retrieved in case of terminations. Additionally, the role will support US Deskside Service Staff on new upcoming M&A activities and supervise the End User outsourced partner on device/asset activities like handling new device deliveries, device quarantining, disposal, and return to vendor activities. Daily monitoring of outsourced deskside service performance on ticket/SLA compliance (incident, request, and asset management) is also a key responsibility. The position will also support deskside projects and provide guidance and direction to outsourced deskside support staff where needed.

Requirements

• Bachelors degree or Associates with 4-6 YOE with user desk side support
• Ability to work in a fast-paced, highly technical environment
• Excellent customer service skills with expertise in troubleshooting, diagnosing and solving complex problems
• Experience delivering end user & desktop support services within regional or global companies required
• Familiarity with supporting multiple device platforms – Windows, iOS, MacOS
• Working knowledge of ITIL methodologies and systems
• Experience successfully leading or delivery projects that impact an entire organization

Responsibilities

• Support the Deskside Services team in US / USTO (Thousand Oaks, Ca.)
• Support USTO end user devices under supervision of US Deskside Service Staff
• Focus on device handling / IMAC (Install-Move-Add-Change) activities (such as onboarding new users / termination of users)
• Guide/monitor (outsourced) activities to make sure new hires receive their devices in time when joining the client
• Guide/monitor (outsourced) activities on device retrieval in case of terminations
• Support US Deskside Service Staff on new upcoming M&A activities
• Supervise End User outsourced partner on device/asset activities such as handling new device deliveries, device quarantining, disposal and return to vendor activities
• Day to Day monitoring on (outsourced) deskside service performance on ticket/SLA compliance (incident, request and asset management.)
• Support deskside projects and provide guidance and direction to (outsourced) deskside support staff where needed

What This Job Offers

• Career Level: Mid Level
• Education Level: Associate degree