IT Service Desk Analyst I

World Kinect • Miami, FL

20h

About The Position

The IT Service Desk Analyst is part of a global team which offers technical support services with exceptional customer experience to World Kinect employees worldwide. In this role you will be part of a team that focuses on all employee IT needs ranging from computer and software support, installations, configurations, and the sites technical equipment ranging from video conferencing, printers, scanners, screens, telephones, mobile devices (tablets and phones), and other peripherals. The team seeks to ensure all its customers (employees) are provided with high levels of customer service and strives for the best user experience.

Requirements

• 2+ years of experience delivering IT services in similar role
• Associate or bachelor’s degree in information technology (IT), or related discipline (significant work experience may be considered in lieu of degree)
• Excellent written documentation skills are required
• Strong communication and customer service skills are required.
• Well-versed with diagnostic and problem resolution using ITIL framework.
• Competent in computer systems and operating systems (Windows 10, Mac OS, iOS, etc…)
• Fluent in Active Directory, Azure (Entra ID) and Office 365.
• Flexibility to work different range of shifts that will include weekends and/or holiday if needed.

Nice To Haves

• Some experience with Zoom, BOX and ticketing systems are preferred.
• General scripting and automation capabilities to support tasks in a large environment with minimal effort would be beneficial.

Responsibilities

• End user device support and administration (Windows, Mac’s, iOS, phones/tablets) across several regions around the world.
• Engages user support via various customer queues that range from calls, chats and ticket platforms.
• Manages ticket assignments with comments and status updates.
• Provide white glove service support for executive members of the organization and their assistants.
• Provide onsite customer support to the assigned WK office(s). This includes (conference rooms, end user computer systems, screens/monitors, telephones, printers, etc..)
• Provide exceptional employee onboarding experience through the delivery and readiness of all computer equipment, software, and login accounts.
• Route, triage and escalate incidents or user requests that fall outside of level 1 scope of work.
• Creates and maintains knowledge articles for potential self-service opportunities that ranges from how to’s, known errors user guides across various enterprise applications/services.
• Collaborate with team members on knowledge gaps, trends and/or any assigned tasks that require Tier II support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree