Sr. It Servicedesk Analyst

Company Overview JB Poindexter India Private Limited is a subsidiary of J B Poindexter Co Inc a privately held diversified manufacturing company forecasting 2 4B in annual revenue and 8 000 team members in 2024 The eight operating subsidiaries covering over 50 locations are engaged in the production of commercial truck bodies step-vans utility trucks funeral coaches limousines pickup truck bed enclosures precision machining and expandable foam plastic packaging For more information visit www jbpoindexter com JB Poindexter India Private Limited is the captive shared services unit of the J B Poindexter Co Inc The company wholly owned by J B Poindexter Co Inc is headquartered in Houston Texas USA Position Overview As a Service Desk Administrator you will provide Tier 1 support to our customers via phone email and computer chat You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues You will escalate issues that extend beyond the Tier I span of control The successful candidate for this role will have strong analytical and troubleshooting skills experience with multiple technology platforms solid communication skills work well within a team and across teams and a desire to continue learning and strive for continual improvement The employee is expected to adhere to ethics policies and practices as established by J B Poindexter Co Responsibilities Provide level I and level II support for multiple business units while effectively working independently to resolve level I escalations Promptly monitor respond and process service requests entered through the ticketing system while prioritizing issues by a first-in first-out workflow Respond to customer issues via phone email and computer chat Provide customer assistance Document customer interactions Run diagnostics to resolve customer-reported issues Escalate issues to the appropriate tier 2 or tier 3 group Follow up with customers to ensure issues are resolved Install make changes and repair computer hardware and software Maintain inventory of all equipment including company phones monitors PCs and software while organizing and maintaining a functional supply room Adhere to all standards policies and procedures in relation to Information Technology Ensure adherence to all Occupational Health Safety Act rules and regulations the IHSA s EUS rulebook and company safe work practices environmental policies and Health Safety Management System Perform other duties related to the above job purpose Some travel may be required Qualifications Bachelor s degree from a recognized university with a major in MIS Computer Technology or Computer Engineering preferred 8 years of Experience on L1 and L2 IT Service Desk Support Working knowledge of MFA Office 365 Exchange and TeamViewer Proficiency with MAC and Windows-based systems Excellent problem-solving organizational analytical and time-management skills High degree of judgment discretion and attention to detail Critical thinking and excellent research and analytical skills Responsible for quality and quantity of work care and condition of tools materials and equipment Must be fully aware of job hazards and use appropriate safety equipment and procedures to protect self and others Characteristics of Success The individual we re seeking must have a passion for delighting internal customers Independent analytical person Self-motivated self-starter self-learner Team oriented not a silo or lone ranger Desire to work in a fast-paced evolving growing dynamic environment Love of technical challenges and the sense of pride it brings to solve them Education and Experience Bachelor s degree with study in MIS or an Information Technology related field CompTIA A Network is preferred Minimum three years of IT service desk experience preferably through level II Code of Ethics JB Poindexter India Private Limited requires the highest standard of ethics in all business dealings with customers suppliers advisors employees and authorities This position shall actively ensure that his her own activities and those of all employees within the project meet this obligation JBPCO critical standards and procedures related to expected conduct are detailed on the company website This position is expected to be familiar with these policies and ensure that they are implemented in all areas of control Required Education Bachelor s Degree Travel Required No Virtual Job false