IT Service Desk Support, Senior Analyst

Mercedes-Benz Group•Fort Worth, TX

29d

About The Position

The IT Service Desk Support Senior Analyst is responsible for overseeing the delivery and continuous improvement of end-user IT support services, primarily through the management of an outsourced Service Desk. This role ensures high-quality service delivery by monitoring performance metrics, managing support content, facilitating end user education, and serving as a key escalation point. Additionally, the specialist manages financial aspects related to Service Desk operations and end-user software procurement, ensuring cost-effective and efficient support solutions. Service Desk support encompasses a customer base of 1600 personnel from Farmington Hills, Fort Worth, Canada, Mexico, and external call center sites.

Requirements

Business - General - 1-2 yrs
Customer Service - Proficient - 3-5 yrs
Finance - General - 1-2 yrs
IT - Comprehensive - 5+ yrs
Vendor Management - Proficient - 3-5 yrs
Analytical - Collect data and establish facts and trends, Integrate Information from various sources, review and interpret and evaluate statistical information
Facilitation
IT - Testing, Key Account Management, Operation system
MS Office
Presentation
Problem Solving
End User Computing (EUC): Familiarity with desktops, laptops, mobile devices, operating systems (Windows, macOS), and common productivity software (Microsoft 365).
IT Service Management (ITSM): Understanding of ITIL principles, incident/request management, and service lifecycle.
Remote Support Tools: Proficiency with tools like SCCM, Intune, Teams or similar platforms.
Basic Networking: Knowledge of network troubleshooting, VPNs, and connectivity issues.
Security & Compliance: Awareness of data protection policies, access controls, and endpoint security practices.
Vendor Management: Experience working with outsourced service providers and understanding contract terms and SLAs.
Performance Metrics: Ability to interpret KPIs, customer satisfaction scores, and service quality reports.
Knowledge Management: Skills in creating, curating, and maintaining support documentation and self-service portals.
Procurement Processes: Understanding of software licensing, small-buy procedures, and budget tracking.

Responsibilities

Ensure the outsourced Service Desk adheres to contractual obligations and service level agreements (SLAs).
Conduct regular reviews of incident and request handling to ensure timely and effective resolution.
Collaborate with vendors to address performance gaps.
Monitor and analyze key performance indicators (KPIs) such as first-call resolution rate, average response time, and ticket closure rate.
Track customer satisfaction scores and implement initiatives to improve user experience.
Conduct periodic service quality assessments and drive continuous improvement efforts.
Ensure onboard and offboard user administration for critical systems is performed accurately and efficiently.
Maintain and enhance the Knowledge Base for End User Computing (EUC) support, ensuring content is accurate, up-to-date, and user-friendly.
Collaborate with technical teams and Service Desk agents to identify and document recurring issues and solutions.
Promote self-service capabilities through effective knowledge management.
Ensure end-user support practices align with organizational policies, data protection standards, and audit requirements.
Responsible for internal and external auditing validation, investigations and remediation of any findings.
Develop and distribute user communications regarding EUC updates, best practices, and known issues.
Organize training sessions, webinars, or documentation to educate users on IT topics and tool changes.
Act as a liaison between IT and business units to ensure clear and effective messaging.
Serve as a point of escalation for complex or unresolved end-user incidents and service requests.
Coordinate with internal support teams and vendors to ensure timely resolution.
Document escalation procedures and maintain transparency with stakeholders.
Oversee financial management and cost tracking for Service Desk operations.
Manage procurement and licensing of small-buy end-user software, ensuring compliance and cost efficiency.
Provide financial reporting and analysis to support IT planning and decision-making.