Global Business Ser. 4u · 1 day ago
Service Desk Analyst - Carlsbad , CA
Carlsbad, CA
Contract
Onsite
Entry, Mid Level
2+ years expGlobal Business Ser. 4u is seeking a Support Desk Analyst who will provide efficient and high-quality Level 1 technical support to end-users of Callaway information systems. The role involves maintaining computer systems, creating and updating incident reports, and ensuring compliance with service level agreements.
Information Technology & Services
Responsibilities
Perform computer operational maintenance which includes the ability to install, setup, configure troubleshoot, and optimize client computer systems, peripherals, and components
Consistently demonstrate professional and superior customer service and interpersonal skills/soft skills
Communicate clearly and effectively with teams, peers and customers
Create and update incidents within ticket tracking system including detailed incident and resolution information
Configure and support anti-virus/anti-malware software and promptly address any reported security breaches
Update existing documentation as needed and create standard operating procedures and support KBs
Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and update inventory lists
Support new hire account creation, computer set-up and user orientation as needed
Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
Comply with department standards, service level agreements and process and procedures as required by IT SOX and security compliance
Maintain and enhance knowledge of our business and industry
Supports termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc
Uses the company’s ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
Regularly monitors the Support Desk ticketing queue to triage tickets and monitors/prioritizes for ticket aging
Appropriately escalate incidents affecting more than a few people and/or multiple sites to Management, as per the company’s escalation matrix
Performs all other duties as assigned by the Technical Lead, Supervisor and/or Manager
Qualification
Required
Perform computer operational maintenance which includes the ability to install, setup, configure troubleshoot, and optimize client computer systems, peripherals, and components
Consistently demonstrate professional and superior customer service and interpersonal skills/soft skills
Communicate clearly and effectively with teams, peers and customers
Create and update incidents within ticket tracking system including detailed incident and resolution information
Configure and support anti-virus/anti-malware software and promptly address any reported security breaches
Update existing documentation as needed and create standard operating procedures and support KBs
Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and update inventory lists
Support new hire account creation, computer set-up and user orientation as needed
Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
Comply with department standards, service level agreements and process and procedures as required by IT SOX and security compliance
Maintain and enhance knowledge of our business and industry
Supports termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc
Uses the company's ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
Regularly monitors the Support Desk ticketing queue to triage tickets and monitors/prioritizes for ticket aging
Appropriately escalate incidents affecting more than a few people and/or multiple sites to Management, as per the company's escalation matrix
Performs all other duties as assigned by the Technical Lead, Supervisor and/or Manager
Exceptional Customer Service, soft skills
Proficient in Microsoft Windows desktop OS and the Microsoft Office Suite
Working knowledge of Mac/OS X and iOS
Working knowledge of Active Directory and Microsoft Windows domain environments
Able to install, setup, configure, troubleshoot, and optimize basic to moderately complex systems & components
Experience with Microsoft Office 365 user administration
Able to recognize and analyze system issues on a working level and identify resolutions or required escalations
Able to recognize, understand, and troubleshoot system performance warnings, alerts and errors
Basic understanding of requirements and techniques for integrating disparate systems or technologies
Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment
Basic understanding of 3rd party application support and troubleshooting
Strong logic, problem-solving, along with specific attention to detail
Experience with multifunction printers, scanners
Minimum basic working knowledge of network concepts; DNS, DHCP, IP, MAC addresses
Minimum 2 years of IT Support Desk experience
Preferred
Basic knowledge of ERP technologies and platforms – SAP optional but preferred
Relevant IT Certifications, such as A+, Microsoft, and customer service training optional but preferred
Company
Global Business Ser. 4u
Global Business Ser.
11-50 employees
H1B Sponsorship
Global Business Ser. 4u has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (14)
2023 (7)
Funding
Current Stage
Early StageCompany data provided by crunchbase