IT Service Desk Analyst
About this role
Why Choose TD SYNNEX:
As a Fortune 500 global corporation, operating in over 100 countries, TD SYNNEX values its diverse workforce of 22,000 employees. As the biggest IT distributor in the world, our mission is to provide top-notch technology solutions, empowering businesses, and individuals to navigate the digital world safely and efficiently.
Job Purpose:
The primary purpose of the role is to provide first level support to TD SYNNEX colleagues, assisting in the creation of all types of incidents and service requests, and resolution of more complex and technical incidents and service requests, ensuring customer satisfaction in all steps of the process.
The role will include creating new incidents and service requests, gathering additional data from the requestor, performing medium level troubleshooting and resolution.
Where necessary the analyst will escalate incidents and requests to other levels within the Service Desk or to other teams in IT.
This level requires more advanced technical knowledge of the TD SYNNEX environment and applications.
Responsibilities
- Assists team in meeting individual, team and organizational service level agreements and customer satisfaction.
- Primary role to meet this goal is to ensure that incidents and service requests are managed in a timely fashion. (50%)
- Resolves the majority of incidents and service requests using existing knowledge base documentation and tools. (35%)
- Participates in training to continually increase technical, customer service and interpersonal skills needed to meet service requirements and enhance customer satisfaction.
- Continually strives to learn and share knowledge. (15%)
- Knowledge, Skills and Experience:
- 1 to 3 Years of relevant work experience.
- Associate Degree with IT or technically related field of study required.
- Other Education / Certifications: - Degree in Computer Science or other applicable IT areas
- ITIL Foundation
- Basic Microsoft O365 knowledge
- CompTIA A+
- Able to execute instructions and to request clarification when needed.
- Possesses basic clerical and data entry skills.
- Able to perform basic mathematical calculations.
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Strong language capability: able to converse and write effectively in English (mandatory), plus at least one additional European language (German, Italian, French or Spanish preferred).
- Able to converse and write effectively in English and/or any other regional language.
- Able to interact effectively with all levels of management.
- Possesses strong multi-cultural interpersonal skills.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information
- Able to build solid, effective working relationships with others.
- Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
- Able to quickly learn new systems and technology.
- Able to use relevant computer system applications at an intermediate level.