Senior Service Desk Analyst

1 month ago

camarillo, United States Harbor Freight Tools Full time

A Senior Service Desk Analyst is a person whose role includes but is not limited to being the internal point of escalation for the Corporate Service Desk team, assisting the corporate service desk supervisor with essential projects, developing a working knowledgebase and documentation needed to perform tasks to support Harbor Freight corporate users.


Duties and Responsibilities

  • Provide daily support of advanced system, services and applications such as: Active Directory, Exchange, Cisco UCCX, ShoreTel Director, BigFix, etc.
  • Create runbooks and/or knowledgebase articles that will be actively referenced by the corporate service desk team
  • Provide root cause analysis to ensure permanent solutions for issues
  • Serve as an internal point of escalation for the Corporate Service Desk
  • Mentor and train Help Desk Analysts
  • Review client complaints, rectify issues and liaise with appropriate departments to handle complex issues to provide more effective solutions
  • Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective
  • Continually evolve the organization to support the needs of the corporation
  • Consistently exhibits urgency and excellence in execution in their daily tasks
  • Relies on experience and judgment to plan and accomplish goals
  • A wide degree of creativity and latitude is expected
  • Other support duties as assigned;
  • Regular attendance is required as an essential duty

Scope

  • Staff supervision and development: No
  • Decision making:
  • Creates policy and resolves problems
  • Travel: Up to 5%
  • Flex Designation: Anywhere

Education and Experience


Education Requirements

  • High School diploma or equivalent


Years of Experience

  • 3+ years in a support environment or equivalent experience


Skills

  • Excellent knowledge of Harbor Freight systems, people, and processes or equivalent
  • Takes ownership of tasks and ensure completion
  • Provide constant and timely updates and reports
  • Showcase good interpersonal skills for customer relations
  • Ability to work under pressure
  • Must have good leadership skills to inspire and carry people along
  • Must be knowledgeable about service desk system and IT tools
  • Must have good judgment in handling high priority and/or sensitive customer issues
  • Familiar with a variety of the field's concepts, practices, and procedures
  • Knowledge of ITIL methodologies preferred, but not required
  • Flexible and adaptable in regards to learning and understanding new technologies.
  • Excellent written and oral communication skills.
  • Excellent interpersonal skills.
  • Technically proficient in Windows OS, AD, Windows Administration Tools
  • Highly self-motivated and directed.
  • Attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience (Required) -
  • Skills (Required) -
  • Skills (Preferred / Desired) -
  • Additional Qualifications (behavioral traits, certifications, etc.) - Level of language needed to successfully accomplish the essential duties
  • English
  • Level of mathematical skills needed to successfully accomplish the essential duties
  • High School or equivalent
  • Level of reasoning skills needed to successfully accomplish the essential duties


Physical Requirements

General office environment requiring ability to:

  • Stand, walk, sit for extended periods of time.
  • Speak and listen to others in person and over the phone and video conferencing.
  • Use keyboard and read from computer screen and reports.
  • The ability to lift up to 15 lbs.


Safety

  • Must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.

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