USA - IT Service Desk Analyst

ISS Group Holdings Limited • Houston, TX

9h • $25 • Hybrid

About The Position

The IT Service Desk Analyst reporting to the Regional IT Manager - Americas is responsible for providing first and second point of contact for all Tier I level support and to troubleshoot Tiers II and III level of support for internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex whilst providing excellent customer service and prompt resolution of problems. Additionally supports the Inchcape Shipping Services (ISS) network and systems ensuring disruptions are minimized, and leading projects when applicable.

Requirements

• Ability to translate technical information and be able to explain it to a non-technical audience in an appropriate manner.
• Be a customer advocate to ensure delivery of high-quality and timely customer experience from the organization.
• Ability to work independently with limited supervision, multitask and possess strong initiative, exercise independent judgment within established systems and procedures.
• Ability to manage multiple high priority efforts or competing priorities and the flexibility to adjust to changing requirements, schedules, and priorities.
• Ability to troubleshoot and repair various hardware components for printers, PCs, etc., preferred.
• Ability to identify, analyze, and solve problems involving several entities, people, or variables of a complex nature in a timely manner.
• Proficiency in troubleshooting MS Office, including Word, Excel, PowerPoint, Outlook, and other related applications.
• Strong time management skills and ability to balance multiple projects simultaneously.
• Balance multiple tasks, changing priorities & operate within a deadline-oriented environment.
• Advanced communication (verbal, written and listening) skills in order to communicate at different levels throughout the organization.
• High School diploma or GED equivalent required.
• Five (5) or more years of professional experience within a Tier 1, 2 and 3 Service Desk or Help Desk related role, supporting a global 24x7 environment.
• Experience and comfortability providing support in a fast-paced environment for Tier I - II tickets (Password resets, scan profile configuration, onboarding tickets, etc.)
• Experience providing end-user support for O365 (OneDrive, SharePoint, Windows, Outlook, printer installation, account set-ups, etc.).
• Extensive experience supporting Windows 10&11, MS Office, including Office 365
• Experience with Azure AD, Intune, and Active Directory account maintenance, group membership changes, distribution groups, security groups, OU management and other AD functions.
• Experience imaging and deploying new and replacement laptops. Rebuilding computers using provisioning package.
• Experience working with a ticketing system (preferably ZOHO Service Desk plus)
• Experience with Microsoft 365 Admin Center, Exchange Admin Center (EAC), Migration of mailboxes, Intune, Hybrid environment, PowerShell scripting.

Nice To Haves

• Bilingual, fluent English/Spanish written, and verbal communication, preferred.
• Associate’s degree or equivalent in Computer Science, Information Systems, or recognized equivalent from an accredited university preferred.
• Advanced experience with server and network related issues.

Responsibilities

• Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner.
• Using various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first-class support response environment such that customer needs are met, and their own productivity is enhanced.
• Receives customer queries via telephone, ITSM, and email, suitably categorize and log within service desk system.
• Provides Regional Service Desk / Helpdesk administrator functions to resolve Tier I and where appropriate Tier II service calls, ensuring closure and keeping the customer abreast of progress throughout.
• Where necessary escalate to the appropriate authority, ensuring closure, and keeping the customer abreast of progress throughout.
• Ensures hardware standards are met according to SOP (Standard Operation Procedure)
• Meets all Service Level Agreement (SLA) targets, taking proactive action where improvements can be made.
• Maintains process and procedure documentation.
• Manages assets/inventory in our service desk system, Active Directory, and Intune.
• Physically setup workstations for local office staff and collect and store equipment when not in use.
• Flexibility to participate in departmental 24x7 rotating after-hours support rotation.
• Be an active team member supporting the Americas region, while providing local and remote customer service.
• Responsible for creating documentation, and SOP.
• Working together with other team members to maintain the IT inventory accurate across the regions.
• Responsible to deal directly with local vendors to work in quotations based on Inchcape standards.
• Management of contracts directly with local vendors.
• Leading projects like new offices, network replacement hardware, and others.
• Licenses management, to ensure that we are using only what’s necessary.
• Follow up and revision of the ticket queue to ensure that our customers are receiving the proper feedback, and tickets aren’t breaching the SLA.

Benefits

• Generous time off and paid holidays
• Two weeks’ vacation (immediately upon date of hire), 10 days Personal/Sick time, 12 paid holidays
• Paid parental leave
• Employee Assistance Program (EAP)
• Performance and Recognition – You are rewarded for achieving success by merit increases and reaching milestones.
• Career growth and opportunities for promotions. We develop and hire from within!
• Compensation range begins at $25.00/hour and up depending upon experience. You may also be eligible for bonuses and other benefits.
• Plus, much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED