EASTWOOD | Service Desk Analyst I

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.)

Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client regarding IT issues and request

Receiving, logging and managing calls from internal staff via telephone, ticket and email

First line support - troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers

Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user's requirements and expectations.

Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.

Troubleshoot basic network issues and first level technical issues. 

Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA's and OLA's

Escalate unresolved request/incident to the infrastructure support team and back end team

Windows AD / network collaboration, Management of access management across domains / organizational systems and reconciliation

Communicate progress and follow up in a timely manner to the Operations and responsible support groups

Requesting RCA/RFO from the responsible support group

RSA VPN basic access management and support

Updating Role Matrix Tracker and access management tracker on time

Sending Daily reports on open tickets and End of Day Report

Publishing support documentation to assist staff with requests for information & provide staff training if required

Job Requirements:

An ITIL qualification is preferable but not required.

MCP certification would be desirable

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.

Experience in Windows and Apple Operating System and basic AD / GPO management. 

Incident Management experience – Managing incidents including business expectations and communication

Diagnostic and analytical skills for software and general application knowledge

Basic User & Security Group Active Directory administration

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

Sound knowledge of Microsoft Office products and experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)

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

Basic Experience with VOIP applications and working experience, Cisco IPCC, CM, AVAYA or ASPECT

Experience with network monitoring tools like Solar winds.

Experience with Service Now ticketing system or similar

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

Language Requirements:

Excellent Communication in English or French or German and Spanish (depending on the site requirement)

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 I

SD II

SD III

Years of Experience

1

4

6

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

0

2

6

Associate (end-user) Training

0

2

6

Associate (peer) coaching and mentoring

0

5

6

Provides data for the creation of Knowledge Base articles

1

2

3

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

0

1

2

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

0

1

2

Knowledge of incident and problem management processes

1

2

2

Quality assurance techniques

0

1

2

Researches information technology trends

0

1

1

Problem-solving & Troubleshooting skills

1

2

3

Ability to articulate and communicate remotely

1

2

3

Ability to multitask and prioritize workload

1

2

3

Soft Skills

Ability to communicate effectively both verbally and in writing

1

2

3

Presentation and facilitation skills

0

1

2

Customer service skills

1

2

3

Proficient in Microsoft Office applications

1

2

3

Time management skills

1

2

2

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

0

1

2

Self-motivated and directed, with attention to detail

1

2

3

Ability to adjust to changing priorities in a dynamic environment

1

2

2

General business knowledge

0

1

2

Professionalism, judgment, and discretion

1

2

3

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