Service Desk Analyst

1 day ago

Portland, United States Dr. Martens plc Full time

Dr. Martens is a globally recognizable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.


We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.


SO, WHAT'S THE STORY?

Is providing great customer support your thing? Do you have a head for problem solving and an eye for detail? If so, our Service Desk Analyst role could be for you.


We are looking for a forward thinking, dynamic, hardworking, customer-service oriented individual to join our Technology team.

You will be responsible for providing professional, high-quality service while supporting 1st and 2nd line queries. You will need to have excellent customer service skills as you will be the face of IT.


The role involves answering, logging, triaging and effectively resolving tickets where possible or escalating to the relevant team when necessary. While supporting the business with more technical issues, you may also be involved in some exciting Technology projects. Good organisational skills and attention to detail is a must.


You’ll need to be confident thinking on your feet, showing initiative and independence.


This is a temporary contract role expected to last 3 - 6 months, depending on the needs of the business.


THE GIG

  • Deliver all levels of technical support to the Dr. Martens office, maintaining a high degree of customer service for users at all times.
  • You enjoy researching, diagnosing, and identifying solutions to resolve complex technical issues in a timely manner.
  • Provide all aspects of reactive and proactive fault location and resolution.
  • Proactive monitoring of servers, networks and infrastructure to ensure that incidents are addressed before they develop into problem.
  • Work proactively with 3rd party suppliers to ensure high levels of service are maintained at all times.
  • Assist with the planning, building and implementation of hardware and software for our existing and new offices.
  • Create and maintain training material to be used by the Global IT team.
  • Contribute to deliver and support a variety of Technology projects and initiatives.


THE STUFF THAT SETS YOU APART

  • Technology background with 3+ years of experience in a technical support role.
  • Understanding of ITIL, ITIL’s framework and how this applies to the Technology Function
  • Experience in supporting technology users
  • Strong communication skills with the ability to work within a team
  • Experience with Office 365
  • Experience with Technology hardware - PC, Apple, printers, mobile devices, video conference equipment, etc.
  • Experience with Operating Systems - Windows, MacOS, iOS and Android
  • Experience with Active Directory, Microsoft Exchange, and Intune
  • Experience with Meraki
  • Experience with ServiceNow
  • Positive attitude and willingness to learn.
  • An ability to work to tight deadlines and manage priorities.


We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE.


At DM your technical capability will go hand in hand with the below:

  • Great relationship management that delivers results through effective teamwork
  • You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
  • You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
  • You will take ownership for your own development, proactively seeking out feedback to build self-awareness
  • You will bring the outside-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
  • You’ll lead the way and role model on all things DE&I & wellbeing


We strive to create an accessible and inclusive application and selection process. We are committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at jobs@drmartens.com and we will work with you to meet your accessibility needs.


At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to authentically speak to our consumers.


We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included, whatever their role in the Dr. Martens community.

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