ASG Service Desk Analyst
7 days ago
SHI GmbH is a global provider of IT solutions and services, committed to helping organizations change the world through technology. With over 17,000 organizations worldwide relying on our concierge approach, we pride ourselves on our employees – all 6,000 of them.
Job SummaryThe ASG Service Desk Analyst will serve as an ambassador and subject matter expert supporting all Service Desk activities, including incident reporting, level L1/L2 technical support, troubleshooting, and problem resolution. This role is responsible for developing and improving overall service desk functions, acting as the bridge between engineers, architects, customers, vendor escalations, account, and cloud adoption teams, and identifying trends and delivering action plans for resolution.
Responsibilities- Actively managing responses to customers requiring technical assistance, assistance in customer retention, and improving customer service relationships.
- Regularly reviewing, implementing, and maintaining processes and procedures.
- Acting as the point person for ticket review prior to escalation of complex incidents and requests.
- Assisting in the process of recruiting, interviewing, and hiring new employees.
- Minimum of 2 to 5 years working in a Service Desk environment - preferably with a global organization.
- College degree or equivalent knowledge and work experience.
- Minimum 2 years of experience in the following areas: Windows, Linux server OS, Citrix, Datacenter hardware, Cloud-based productivity products, Networking - DNS, DNCP. IPV4, VOIP, Security – Firewall, Antivirus, Spam filtering, Internet technologies, Helpdesk ticketing system, Data backup and restore technologies.
- Ability to research and resolve difficult and complex problems in cloud-based environments or Desktop as a Service.
- Flexibility to work various shifts to support 24x7 operations.
The estimated annual pay range for this position is $55,000 - $75,000, which includes a flat base salary. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
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