EASTWOOD | Service Desk Analyst I

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.)

• 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.

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long period.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator.  Employee will regularly use a computer for extended period. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
• Undertake periodic information security, safety and business continuity training and other such training prescribed for the group in a timely manner.
• Enforce information security policies and initiatives within operational scope
• Participate in incident response, safety and business continuity plan tests and drills whenever required.
• Perform the Checker function by ensuring regular floor walks and other checks happen to ensure that operational security requirements are always met with .
• Proactively report actual or suspected vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
• Ensure timely closure of security incidents within the team.