Service Desk Analyst M/F

4 weeks ago

Santa Maria, United States Safran Cabin Full time

Job Description

• Provide responsive, timely support, both in-person and remotely, to all end-user questions and support requests of all company standard applications and infrastructure, including, but not limited to, Windows-based software, Office, communication applications, LAN, WAN, and special application
• Respond to service tickets and support help line, resolve the problem, document in a resource database and ensure follow-through if the call is passed to another person. Maintain service level agreements on response turnaround. Set end-user expectations for resolution time and communicate changes in status as necessary
• Work closely with other IT staff to ensure clear communication on outstanding issues and user problems. Work as a team to distribute outstanding support problems and/or requests to even workload, establish priorities and meet deadlines
• Perform installation, configuration and upgrades of desktop hardware and software
• Ensure adherence to company established security procedures
• Maintain the IT/IS workspace, including all office peripheral equipment (printers, phones and audiovisual equipment) and ensuring that the hardware inventory is up-to-date and accurate
• Maintain proper inventory levels for new hires, replacement of frequently needed parts and redundancy factors, and communicate low inventory levels

Complementary Description

Responsible for managing day-to-day incident reports and requests submitted by employees of the corresponding Safran facility. Assist and guide clients through full cycle support. Sustain and uphold discretion of the IT service management system used to organize and prioritize incident and request tickets from clients. Responsible for maintaining the designated IT/IS workspace within the corresponding facility. They will be required to maintain all computers and computer peripherals within the management scope of IT Client Operations.

Job Requirements

Education: Bachelor's degree, or equivalent, in Computer Science or related field; or 2-4 years proven work history in a related field
Experience: 2+ years' experience working in IT/IS support, or similar role
Computer Skills: Strong knowledge of Windows OS, and working knowledge of Microsoft Office (Word, Excel, PowerPoint, Project), VISIO
Other Skills:
• Strong communication and customer service skills
• Strong interpersonal skills, including the ability to navigate through difficult situations
• Availability to travel within region
• Strong interpersonal skills
• Focus on macro level instead of micro level management
• Strong technical problem solving skills, including identifying and addressing problems, system defects, hardware issues, etc.
• Good understanding of network infrastructures
• Ability to work with a variety of internal and external stakeholders
• Demonstrated ability to handle multiple projects and assignments with accuracy and attention to detail
• Good understanding of ITIL
• Strong time management skills

Preferred Qualifications (not required):
• 3+ years' experience working in IT/IS support, or similar role
• Understanding of service management solutions
• Experience in customer service
• Experience with enterprise IT

Specificity of the job

Traveling within region may be required.

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