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Service Desk Analyst

2 months ago

Miami, United States Stefanini, Inc Full time

Promote “customer first” approach with all interactions.
- Identify, prioritize and resolve support problems by providing telephone-based, in-person, hands-on and/or remote support (incident management).
- Management and ownership of problems through to resolution.
- Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
- Classify, log and maintain records for all issues, requests and changes, track until resolution
- Develop, maintain and continuously review support procedures and other end-user documentation.
- Liaise with support groups, external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
- Proactively build and maintain relationships with internal and external suppliers of services.
- Contribution and preparation to the preparation of Technology Department information bulletins for staff.
- Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.
- User and group administration within Office 365 and SharePoint Online.
- Assist in the maintenance of asset registers of office technology equipment and software licenses.
- Manage the build and provisioning of devices as required.
- Minimum 3 years' experience in a similar role within a complex organization.
- Proven experience in delivery of a high level of customer service
- Demonstrated experience using MS Office Suite of products including Word, Excel and PowerPoint at an Advanced level.
- Office 365 and SharePoint Online administration experience.
- Operational experience at similar events (Desirable).
- Effective communication skills (written and oral).
- Proven problem solving / trouble shooting skills.
- Ability to work with a team and independently.
- Flexibility when faced with ambiguity or constant change.
- Experience of providing support activities with a technology or events field (desirable).
- Excellent ability to work under pressure.
- Hold a current and valid Driver's license.

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