Senior Service Desk Analyst

Senior Service Desk Analyst

Overview:

We invite you to become part of our esteemed "IT Workforce Care Team" as a "Senior Service Desk Analyst." As a Senior Service Desk Analyst, you will be a key member of the technical support team, responsible for overseeing the team's operations and delivering the highest level of customer service, as measured by metrics such as NPS, SLAs, AHT, Compliance, etc.

Your role will involve handling the most complex technical issues, driving innovation and simplification for the team and customers, managing mid-sized technical projects, and promoting operational excellence. Additionally, you will mentor a mid-sized team on technical aspects and maintain accurate records in CMDB.

As a Senior Service Desk Analyst, you will be a pivotal player in ensuring optimal customer service through effective technical support services, and it is critical that you possess excellent leadership skills and technical expertise.

Responsibilities:

Team Leadership:

• Mentors and develops a team of IT specialists to enhance their technical troubleshooting capabilities, enabling them to swiftly and accurately resolve customer issues within the defined SLA.
• Act as an SME/go-to person for the unresolved or escalated calls and engages leaders as needed
• Helps facilitate open and constructive discussion on technical ideas within the team

Technology Initiatives and Support:

• Acts as the technical point of contact for junior team members to resolve complex issues.
• Provide technical expertise and support for cloud-based technologies such as O365, Active Directory, Cloud PC, Azure and AWS.
• Quickly arrives at the root cause and fixes an issue that might be affecting a subset of customers.
• Maintain a strong knowledge of emerging technologies and trends in the industry and identify opportunities to integrate these into the Intuit IT environment.
• Prioritize request/incident tickets based on their impact on business operations, ensuring that critical issues are resolved as quickly as possible.
• Provide support for Intune and MDM systems, ensuring that end user devices are secure and compliant with company policies.

Process Improvement and innovation:

• Introduces and implements new ideas, techniques, tools that can be broadly adopted in care organizations to solve customer issues efficiently.
• Looks for ways to automate the operational tasks handled during day-to-day work and brainstorm with leads for implementation.
• Proactively works with the application owners, functional groups to solve customer problems; collaboratively advocates for those solutions.
• Effectively reads the internal/external environment to anticipate customer/stakeholder needs.
• Produce self-help education materials (documentation, videos...)
• Produce and analyze regular reports, including metrics such as top call driver, SLA, customer satisfaction scores, and ticket volumes, and use this information to drive continuous improvement.

Project management

• Lead IT Projects related to system upgrade, change management, installation and maintenance
• Deliver enterprise-wide mid-sized projects/initiatives with E2E capability (i.e timeline, resources and budgets)
• Effective vendor and stakeholder relationship management
• Manage IT asset life cycle such as (Procurement, Inventory management, eWaste)

End User Support

• Manage user requests and issues in a timely and efficient manner, ensuring prompt resolution of technical issues to minimize disruption to business operations.
• Log and respond to requests for support via ITSM Tool and remote support tools, ensuring that all information is accurately captured and recorded.
• Create and maintain up-to-date documentation on frequently occurring issues and their solutions and share knowledge with the IT support team to improve their skills and performance.
• Available and flexible to support end user’s issues via multiple channels such as walk-in, calls, chat etc..
• Effectively reads the internal/external environment to anticipate customer/stakeholder needs.
• Provide guidance to users on how to use core Intuit IT systems such as Office365 , collaboration tools and deliver training to ensure users are familiar with new functionality and features as they become available.

Qualifications :

• Bachelor's degree in Computer Science or related field
• IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, CCNA, AWS, MCSE, Linux, Mac and Windows Operating system)
• 10+ years of experience in IT service desk support, including experience in a senior technical support capacity
• Strong analytical and problem-solving skills
• Knowledge of ITSM tools such as ServiceNow, JIRA.
• Advanced knowledge and hands-on troubleshooting of Windows, MAC, iOS and Android operating systems, collaboration tools, and end user applications
• Knowledge in Office365, Active Directory, hardware and software, telephony, audio-visual equipment, and networking.
• Advanced Knowledge on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, etc.
• Experienced with Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.
• Strong Technical understanding on, DNS, DHCP, DFS File Server, Managed Print Services, basic networking.
• Strong experience with ITSM Tool - Incident, Request, Reporting, Knowledge Base, CMDB Analytics Tool ie. Tableau,Power BI, Qlik, Excel, Python desirable
• Experience with Powershell/bash scripting is desirable
• Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
• Clear and professional verbal and written communication to customers and management.
• Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and fulfilling customer requests, complaints and issues.

The successful candidate will exhibit the following traits:

• Analytic Ability: Makes well-reasoned, appropriate decisions based on analysis of highly uncertain input or outcomes; Integrates information from a variety of sources, quickly, to arrive at a broad understanding of issues; Approaches problems or issues systematically, looking for connections, trends and potential causes.
• Business Results Orientation: Anticipates and addresses obstacles, redirecting efforts to accelerate work or improve quality while achieving results in a timely manner; Surfaces problems, issues and solutions with speed and accuracy; Holds self and team accountable for outcome.
• Communication: Prepares and delivers coherent, highly credible and engaging presentations that have impact; Writes technical concepts and information clearly and thoroughly for technical and non-technical audiences; tailors communication style and content to the audience.
• Creativity & Innovation: Demonstrates initiative, creativity and innovation to drive more effective design and process ideas to fruition within or outside their area of discipline; Demonstrates an entrepreneurial perspective by envisioning, aggressively pursuing, new and innovative ideas and approaches to achieve business unit objectives; Leverages leading-edge technologies, processes, tools and practices to contribute to the organizations future.
• Decision Making: Chooses the best alternative(s) based on a review of pros, cons, trade-offs, timing and implications; Evaluates the consequences and implications of alternatives, actions or decisions at a work group level; Makes timely decisions on problems/issues requiring immediate attention. Supports the speed and quality of decision making.
• Organization Influence & Relationship Management: Proactively builds a broad base of support among key decision-makers and influencers; Advocates for positions firmly, but appropriately, without pushing or compromising positions too much; Presents a persuasive rationale for positions; Deep customer empathy - listening to customer, establishing long standing relationship and trust. Follow through to customer resolution; maintains customer satisfaction and loyalty; Gathers and internalizes rich customer feedback, using it to generate innovative solutions that fill core or future needs; Addresses customer needs by involving the right people at the right time.
• Learning Ability: Demonstrates flexibility and resilience in response to obstacles, constraints, adversity and mistakes; Seeks opportunities to learn from new discoveries, innovations, ideas and ways of looking at things; readily and resourcefully adapts to changing needs, conditions, priorities and opportunities.