Service Desk Analyst

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)-a collaborative ecosystem featuring state-of-the-art hardware and software-WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture-grounded in core values and leadership philosophies-has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents.

Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

** What is the Internal WWT IT Team, and why join?**  ** *
* The Internal WWT IT team is the backbone of our company's technological infrastructure, ensuring seamless operations and continuous innovation. Our team is dedicated to managing and supporting the company's technology infrastructure, ensuring the smooth operation of hardware, software, networks, and data systems, while providing top-notch technical support to employees.

By joining the Internal WWT IT team, you will play a crucial role in maintaining the efficiency and security of our IT environment, enabling the company to achieve its strategic goals. The Internal IT team offers the opportunity to work in a dynamic and collaborative environment, where your contributions will have a direct impact on the company's success. If you are passionate about technology and eager to take on new challenges, we encourage you to apply and join our team

The Service Desk Analyst will support internal end users around the globe for all Information Technology infrastructure components.

This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Company and the employee occupying the position.

** Job Responsibilities*
* + Respond to incoming requests via phone and Service Now tickets.

+ Resolve 1st and 2nd level incidents.

+ Log and update incidents via Service Now, our ticket tracking application

+ Provide Hardware/software support to internal customers.

+ Provide incident routing and escalation to other teams within the organization.

+ Assist in the delivery, installation and setup of new or reallocated technology.

+ Administer/Troubleshoot accounts in the following systems:
Workspace One, Salesforce, Web Ex, Active Directory, Office 365, Sharepoint, Oracle, and various other applications.

+ Leverage internal (knowledge base) and external (support sites) resources to answer questions and resolve incidents.

** Knowledge, Skills, and Abilities*
* + Excellent customer service, communication and analytical skills.

+ Positive, professional, team player attitude.

+ Strong work ethic and ability to self-motivate.

+ Ability to organize and prioritize work in a fast-paced, changing environment.

+ Technical aptitude with a focus on continuous learning and development.

+ Functional knowledge of Apple and Windows Operating Systems.

+

Experience with Microsoft Office products.

+ Preferred certifications:
CompTIA A+, Microsoft Certified Desktop Support…