EASTWOOD | Service Desk Analyst I and II

Information Tech - Service Desk Analyst II

Department:      Information Technology, GISM Reporting to:     Supervisor, Global Service Desk

Supervises: No FLSA: Exempt

Company Summary:

At Majorel, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun Come and join our team today

Position Summary:

Responsible for the delivery of IT Global Service desk and associated support services for the user community across all Majorel Sites. Methods of delivery will include in via telephone, email and remote users.

Overall Responsibilities:

(This position may not include all of the listed duties, nor do all of the listed examples include all tasks, which may be found in this classification.)

· Promptly allocates calls as appropriate.

· Logs incidents and service requests and maintains relevant records

· Identifies and classifies incident types and service interruptions

· Records incidents cataloging them by symptom and resolution

· Records and tracks issues from outset to conclusion.

· Systematically interprets user problems and identifies solutions and possible side effects.

· Uses experience to address user problems and interrogates knowledgebase and resources for potential solutions.

· During change, acts systematically to respond to day- by- day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements

· Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.

· Escalates complex or unresolved incidents.

· Access Creation/Deactivation following Service Level Agreement

· Resolves issues for Majorel Access Network and M365.

· Maintains records, informs users about the process and advises relevant persons of actions taken.

· Basic Incident and Outage Management

· Sending Daily reports on open tickets and End of Day Report

Job Requirements:

· College/Associates Degree in Information Technology or bachelor's degree in related field 

· Minimum of 2 years of experience in a technical support environment or similar role

· Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction

· Excellent and effective communication and presentation skills - written, verbal and telephone manner

· Excellent organizational skills

· Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.

· Sound knowledge of various OS and software such as Windows 10, MS Office Suite (Word, Outlook, Teams, Excel, PowerPoint, Visio, Access & Project)

· Basic to intermediate computer abilities with the understanding of terminology and functionality.

· Experience with Service Now ticketing system or similar

· Ability to multitask - Sense of urgency; maintain a positive attitude

Language Requirements:

· Excellent Communication in English (Verbal and Written)

Skills & Competencies

The table below provides a list of the competencies and associated rankings required at each level in this role.  The ranking generally increases as the position level increases because it is expected the individual will develop his or her skills while working within each role level. The competency rankings below stipulate the minimum level of skill required for entry into each position.

0 – Entry/Limited

1 – Competent

2 – Advanced/Coach

3 – Expert/Mentor

Functional Competencies

SD II

Acts as triage resource to associates for IT Incidents and Service Requests

2

Associate (end-user) Training

2

Associate (peer) coaching and mentoring

2

Provides data for the creation of Knowledge Base articles

2

Interacts with IT staff and vendors in testing, operational support and troubleshooting of complex system hardware and software problems

2

Knowledge management concepts and techniques and ability to document problem/solutions

2

Knowledge of incident and problem management processes

2

Quality assurance techniques

2

Researches information technology trends

2

Problem-solving & Troubleshooting skills

2

Ability to multitask and prioritize workload

2

Soft Skills

Ability to communicate effectively both verbally and in writing

2

Presentation and facilitation skills

2

Customer service skills

2

Time management skills

2

Ability to establish and maintain effective working relationships with peers, subordinates, management, and 3rd party vendors

2-3

Self-motivated and directed, with attention to detail

2-3

Ability to adjust to changing priorities in a dynamic environment

2-3

General business knowledge

2-3

Professionalism, judgment, and discretion

2

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