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Senior Service Desk Analyst
Location(s): Bengaluru, IndiaCompany Overview
Intuit 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 invite you to become part of our esteemed "IT Workforce Care Team" as a "Senior Service Desk Analyst." As a Senior Service Desk Analyst, you will be a key member of the technical support team, responsible for overseeing the team's operations and delivering the highest level of customer service, as measured by metrics such as NPS, SLAs, AHT, Compliance, etc.
Your role will involve handling the most complex technical issues, driving innovation and simplification for the team and customers, managing mid-sized technical projects, and promoting operational excellence. Additionally, you will mentor a mid-sized team on technical aspects and maintain accurate records in CMDB.
As a Senior Service Desk Analyst, you will be a pivotal player in ensuring optimal customer service through effective technical support services, and it is critical that you possess excellent leadership skills and technical expertise.
Qualifications
- Bachelor's degree in Computer Science or related field
- IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, CCNA, AWS, MCSE, Linux, Mac and Windows Operating system)
- 5+ years of experience in IT service desk support, including experience in a senior technical support capacity
- Strong analytical and problem-solving skills
- Knowledge of ITSM tools such as ServiceNow, JIRA.
- Advanced knowledge and hands-on troubleshooting of Windows, MAC, iOS and Android operating systems, collaboration tools, and end user applications
- Knowledge in Office365, Active Directory, hardware and software, telephony, audio-visual equipment, and networking.
- Advanced Knowledge on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, etc.
- Experienced with Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.
- Strong Technical understanding on, DNS, DHCP, DFS File Server, Managed Print Services, basic networking.
- Strong experience with ITSM Tool - Incident, Request, Reporting, Knowledge Base, CMDB
- Analytics Tool ie. Tableau,Power BI, Qlik, Excel, Python desirable
- Experience with Powershell/bash scripting is desirable
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
- Clear and professional verbal and written communication to customers and management.
- Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and fulfilling customer requests, complaints and issues.
- The successful candidate will exhibit the following traits:
- Analytic Ability: Makes well-reasoned, appropriate decisions based on analysis of highly uncertain input or outcomes; Integrates information from a variety of sources, quickly, to arrive at a broad understanding of issues; Approaches problems or issues systematically, looking for connections, trends and potential causes.
- Business Results Orientation: Anticipates and addresses obstacles, redirecting efforts to accelerate work or improve quality while achieving results in a timely manner; Surfaces problems, issues and solutions with speed and accuracy; Holds self and team accountable for outcome.
- Communication: Prepares and delivers coherent, highly credible and engaging presentations that have impact; Writes technical concepts and information clearly and thoroughly for technical and non-technical audiences; tailors communication style and content to the audience.
- Creativity & Innovation: Demonstrates initiative, creativity and innovation to drive more effective design and process ideas to fruition within or outside their area of discipline; Demonstrates an entrepreneurial perspective by envisioning, aggressively pursuing, new and innovative ideas and approaches to achieve business unit objectives; Leverages leading-edge technologies, processes, tools and practices to contribute to the organizations future.
- Decision Making: Chooses the best alternative(s) based on a review of pros, cons, trade-offs, timing and implications; Evaluates the consequences and implications of alternatives, actions or decisions at a work group level; Makes timely decisions on problems/issues requiring immediate attention. Supports the speed and quality of decision making.
- Organization Influence & Relationship Management: Proactively builds a broad base of support among key decision-makers and influencers; Advocates for positions firmly, but appropriately, without pushing or compromising positions too much; Presents a persuasive rationale for positions; Deep customer empathy - listening to customer, establishing long standing relationship and trust. Follow through to customer resolution; maintains customer satisfaction and loyalty; Gathers and internalizes rich customer feedback, using it to generate innovative solutions that fill core or future needs; Addresses customer needs by involving the right people at the right time.
- Learning Ability: Demonstrates flexibility and resilience in response to obstacles, constraints, adversity and mistakes; Seeks opportunities to learn from new discoveries, innovations, ideas and ways of looking at things; readily and resourcefully adapts to changing needs, conditions, priorities and opportunities.
Responsibilities
Team Leadership:
- Mentors and develops a team of IT specialists to enhance their technical troubleshooting capabilities, enabling them to swiftly and accurately resolve customer issues within the defined SLA.
- Act as an SME/go-to person for the unresolved or escalated calls and engages leaders as needed
- Helps facilitate open and constructive discussion on technical ideas within the team
Technology Initiatives and Support:
- Acts as the technical point of contact for junior team members to resolve complex issues.
- Provide technical expertise and support for cloud-based technologies such as O365, Active Directory, Cloud PC, Azure and AWS.
- Quickly arrives at the root cause and fixes an issue that might be affecting a subset of customers.
- Maintain a strong knowledge of emerging technologies and trends in the industry and identify opportunities to integrate these into the Intuit IT environment.
- Prioritize request/incident tickets based on their impact on business operations, ensuring that critical issues are resolved as quickly as possible.
- Provide support for Intune and MDM systems, ensuring that end user devices are secure and compliant with company policies.
Process Improvement and innovation:
- Introduces and implements new ideas, techniques, tools that can be broadly adopted in care organizations to solve customer issues efficiently.
- Looks for ways to automate the operational tasks handled during day-to-day work and brainstorm with leads for implementation.
- Proactively works with the application owners, functional groups to solve customer problems; collaboratively advocates for those solutions.
- Effectively reads the internal/external environment to anticipate customer/stakeholder needs.
- Produce self-help education materials (documentation, videos…)
- Produce and analyze regular reports, including metrics such as top call driver, SLA, customer satisfaction scores, and ticket volumes, and use this information to drive continuous improvement.
Project management
- Lead IT Projects related to system upgrade, change management, installation and maintenance
- Deliver enterprise-wide mid-sized projects/initiatives with E2E capability (i.e timeline, resources and budgets)
- Effective vendor and stakeholder relationship management
- Manage IT asset life cycle such as (Procurement, Inventory management, eWaste)
End User Support
- Manage user requests and issues in a timely and efficient manner, ensuring prompt resolution of technical issues to minimize disruption to business operations.
- Log and respond to requests for support via ITSM Tool and remote support tools, ensuring that all information is accurately captured and recorded.
- Create and maintain up-to-date documentation on frequently occurring issues and their solutions and share knowledge with the IT support team to improve their skills and performance.
- Available and flexible to support end user’s issues via multiple channels such as walk-in, calls, chat etc..
- Effectively reads the internal/external environment to anticipate customer/stakeholder needs.
- Provide guidance to users on how to use core Intuit IT systems such as Office365 , collaboration tools and deliver training to ensure users are familiar with new functionality and features as they become available.
![Gleb at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-gleb.jpg)
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
![Morag at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-morag.jpg)
"It’s important to always strive for improvement, even if you’re already in a good place."
![Alexandria at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Alexandria.jpg)
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
![Emily at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Emily.jpg)
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
![Troy at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Troy.jpg)
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
![Photo of Natalie](https://tbcdn.talentbrew.com/company/27595/v1_0/images/generic-job.jpg)
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
![Conrad at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Conrad.jpg)
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
![Joylyn at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Joylyn.jpg)
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
![Conrad at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Conrad.jpg)
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
![Alexandria at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Alexandria.jpg)
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
![Emily at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Emily.jpg)
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
![Troy at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Troy.jpg)
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
![Photo of Natalie](https://tbcdn.talentbrew.com/company/27595/v1_0/images/generic-job.jpg)
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
![Emily at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Emily.jpg)
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
![Heather at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Heather.jpg)
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
![Alexandria at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Alexandria.jpg)
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
![Troy at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Troy.jpg)
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
![Jake at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Jake.jpg)
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
![Alexandria at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Alexandria.jpg)
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
![Emily at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Emily.jpg)
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
![Breaunna at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Breaunna.jpg)
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
![Chelsia at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Chelsia.jpg)
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
![Troy at work](https://tbcdn.talentbrew.com/company/27595/v1_0/images/job-desc_search-headshot-Troy.jpg)
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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Culture and values
Intuit's company culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated.
More about Intuit life play_arrowBenefits we offer
People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.
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From set-up to sign-off, everything you need to know for a successful interview with Intuit, including how to request reasonable interview accommodations.
More about our hiring process play_arrowEOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
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