Service Desk Analyst

Minimum Required Qualifications

A 4-year degree in Information Technology, or related discipline

1-3 years technical support experience in a computer-related area

Knowledge of commonly used concepts, practices, and procedures in the related field

Working knowledge of related ITIL standards or best practices

Intermediate knowledge of infrastructure support components

Standard desktop, tools & utilities

Server operating systems, tools & utilities

IT networks and voice services

IT security and Disaster recovery

Process control and monitoring

Call Center technologies

Preferred

1 year of experience in our Global IT Service Desk function is highly preferred

Bilingual language skills (French or Spanish) a plus.

Skills

Advanced troubleshooting skills

Successful completion of the IT Entry Logic and Problem Solving Test

Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions

Strong analytical, communication, problem solving, and organizational skills

Ability to work without close supervision while ensuring that tasks are done effectively and consistently

Strong verbal communication skills, including the ability to document operations procedures

Ability to effectively work independently or in a team environment

Ability to effectively interact with a diverse user base

Availability to work rotating shifts and holidays

Ability to work in an office or retail store environment with sensitivity for safety and physical security

Success Factors: Prime Success Factors (focus on results, drive change, promote teamwork, build trust & respect, understand market & customer perspective) plus the following:

Attention to Detail

Communicate and Share Information

Manage Complexity

Solve Problems

Take Responsibility