IT Service Desk Analyst

Location
New York

Business Area
Engineering and CTO

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The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Specialists, Desktop Technicians and Mobile teams as the primary point of contact for all internal technical requests and incidents.

To deliver excellent employee-centered technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement.

• Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone
• Deliver support that prioritizes employee productivity and experience
• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
• Ensure tickets meet ETS quality standards including accurate categorization and clear resolution documentation.
• Operate with awareness of service metrics including SLA adherence, CSAT, and First Time Fix.
• Actively participate in team huddles, training sessions, and feedback forums to improve service delivery and team capability.
• Use dashboards and internal tools to prioritize and manage workload
• Drive first time resolution and high-quality ticket handling
• Identify automation and efficiency opportunities
• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team
• Effectively utilize access and support across AD, SCCM, Citrix, Paper Cut, Stream Line, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, Cyber Ark, Fore Scout, ITLocate, JAMF, CUCM and related systems
• Partner with the L2 and Continuous Improvement teams to drive service improvements

• Passion for technology and enhancing the employee experience
• Strong problem solving and time management skills
• Ability to work in a fast-paced global environment
• Regional project execution
• Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business
• Clear and effective communication skills
• Root cause analysis – "Chase the why"

• CompTIA A+
• ITIL v4 Foundation
• Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience
• Knowledge of Cisco, Slack, Miro, and AV support
• Familiarity with Python, Power Shell, or other scripting languages

Salary Range: 70,000 - 75,000 USD Annual + Benefits

The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.

We offer one of the most comprehensive and generous benefits plans available and offer a range of total rewards that may include merit increases, incentive compensation (exempt roles only), paid holidays, paid time off, medical, dental, vision, short and long term disability benefits, 401(k) +match, life insurance, and various wellness programs, among others. The Company does not provide benefits directly to contingent workers/contractors and interns.