Service Desk Analyst 2

Job Overview

We welcome you to join the "IT Workforce Care Team" as a "Service Desk Analyst" and become a part of our esteemed organization. The Workforce Care team prides itself on providing unparalleled IT support to the Intuit workforce.As a Service Desk Analyst, you will provide technical assistance to users of the organization, responding to their inquiries, evaluating and resolving issues related to IT equipment and applications. Your work will involve providing technical care to all aspects of the information systems unit, including system hardware, operating systems, applications, and networks.You will work closely with the organization's IT department, providing assistance on work that may be beyond the scope of your expertise. As a Service Desk Analyst, you will serve as a single point of contact for any system-related issues and provide support relating to common incidents.Your role as a Service Desk Analyst is critical in ensuring smooth business operations by resolving any technical issues swiftly and serving as the primary support channel for the organization's IT systems.

Responsibilities

• Act as a front-end contact for internal employees including senior executives regarding IT issues and queries via phone, email, chat and in-person. Responsible for quickly restoring users to perform normal functions on users Laptop, applications, IT Tools.
• Take ownership of customer issues, follow up on the status of problems on behalf of the user, and communicate progress in a timely manner.
• Provide users with routine information on system updates, errors and features and proactively provides advice to prevent service incidents.
• Set up the PCs and applications for new hires to provide a best-in-class experience on their first day, including IT orientation.
• Provide advanced level support to end users on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, IT Asset Management etc.
• Proactively solves customer problems by facilitating self-help articles, involving SMEs, or connecting with multiple teams
• The ability to take on small projects from start to finish.
• Look for ways to automate the operations tasks handled during day-to-day work and brainstorm with leads for implementation
• Support/Manage small and mid sized AV Events
• Mentor junior colleagues and peers from a technical perspective.
• Document various innovative ideas, operational process documents, new processes, and procedures (SOP documents, Setup documents, Runbooks)
• 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.

Qualifications

• E. in Computer Science or equivalent
• 4+ years previous IT Service Desk / onsite support experience required.
• IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, MCSE, CompTIA A+, Mac and Windows Operating system)
• Advanced knowledge and hands-on troubleshooting of Windows and MAC Operating Systems, iOS and Android
• Strong understanding of Active Directory, O365, DNS, DHCP, DFS File Server, Managed Print Services, basic networking.
• Experience with ITSM Tool - Incident, Request, Reporting, Knowledge Base, CMDB
• Basic knowledge of Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.
• Experience Troubleshooting AV systems such as Poly, providing AV support to small and mid sized events. .
• Collaboration services (BOX, LumApps, Sharepoint, OneDrive, Google Drive, etc)
• Analytics Tool ie. Tableau, Power BI, Qlik, Excel, Python desirable
• Excellent communication skills and telephone manner
• Ability to work independently and as part of a team
• Customer-focused with a commitment to providing high-quality support.