Inchcape Shipping Services · 10 hours ago
USA - IT Service Desk Analyst
Houston, TX
Contract
Hybrid
Mid, Senior Level
5+ years expInchcape Shipping Services is a global company that empowers its people and values diversity. They are seeking an IT Service Desk Analyst to provide first and second point of contact support for internal staff, troubleshoot technical problems, and ensure minimal disruptions to the network and systems.
Marine Transportation
No H1B
Responsibilities
Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner
Using various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first-class support response environment such that customer needs are met, and their own productivity is enhanced
Receives customer queries via telephone, ITSM, and email, suitably categorize and log within service desk system
Provides Regional Service Desk / Helpdesk administrator functions to resolve Tier I and where appropriate Tier II service calls, ensuring closure and keeping the customer abreast of progress throughout
Where necessary escalate to the appropriate authority, ensuring closure, and keeping the customer abreast of progress throughout
Ensures hardware standards are met according to SOP (Standard Operation Procedure)
Meets all Service Level Agreement (SLA) targets, taking proactive action where improvements can be made
Maintains process and procedure documentation
Manages assets/inventory in our service desk system, Active Directory, and Intune
Physically setup workstations for local office staff and collect and store equipment when not in use
Flexibility to participate in departmental 24x7 rotating after-hours support rotation
Be an active team member supporting the Americas region, while providing local and remote customer service
Responsible for creating documentation, and SOP
Working together with other team members to maintain the IT inventory accurate across the regions
Responsible to deal directly with local vendors to work in quotations based on Inchcape standards
Management of contracts directly with local vendors
Leading projects like new offices, network replacement hardware, and others
Licenses management, to ensure that we are using only what’s necessary
Follow up and revision of the ticket queue to ensure that our customers are receiving the proper feedback, and tickets aren’t breaching the SLA
Qualification
Required
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an Employment Visa at this time
High School diploma or GED equivalent required
Five (5) or more years of professional experience within a Tier 1, 2 and 3 Service Desk or Help Desk related role, supporting a global 24x7 environment
Experience and comfortability providing support in a fast-paced environment for Tier I - II tickets (Password resets, scan profile configuration, onboarding tickets, etc.)
Experience providing end-user support for O365 (OneDrive, SharePoint, Windows, Outlook, printer installation, account set-ups, etc.). Extensive experience supporting Windows 10&11, MS Office, including Office 365
Experience with Azure AD, Intune, and Active Directory account maintenance, group membership changes, distribution groups, security groups, OU management and other AD functions
Experience imaging and deploying new and replacement laptops. Rebuilding computers using provisioning package
Experience with Microsoft 365 Admin Center, Exchange Admin Center (EAC), Migration of mailboxes, Intune, Hybrid environment, PowerShell scripting
Advanced experience with server and network related issues
Ability to translate technical information and be able to explain it to a non-technical audience in an appropriate manner
Be a customer advocate to ensure delivery of high-quality and timely customer experience from the organization
Ability to work independently with limited supervision, multitask and possess strong initiative, exercise independent judgment within established systems and procedures
Ability to manage multiple high priority efforts or competing priorities and the flexibility to adjust to changing requirements, schedules, and priorities
Ability to identify, analyze, and solve problems involving several entities, people, or variables of a complex nature in a timely manner
Proficiency in troubleshooting MS Office, including Word, Excel, PowerPoint, Outlook, and other related applications
Strong time management skills and ability to balance multiple projects simultaneously
Balance multiple tasks, changing priorities & operate within a deadline-oriented environment
Advanced communication (verbal, written and listening) skills in order to communicate at different levels throughout the organization
Preferred
Associate's degree or equivalent in Computer Science, Information Systems, or recognized equivalent from an accredited university
Ability to troubleshoot and repair various hardware components for printers, PCs, etc
Bilingual, fluent English/Spanish written, and verbal communication
Experience with a ticketing system (preferably ZOHO Service Desk plus)
Benefits
Generous time off and paid holidays
Two weeks’ vacation (immediately upon date of hire), 10 days Personal/Sick time, 12 paid holidays
Paid parental leave
Employee Assistance Program (EAP)
Performance and Recognition – You are rewarded for achieving success by merit increases and reaching milestones.
Career growth and opportunities for promotions. We develop and hire from within!
Company
Inchcape Shipping Services
Inchcape Shipping Services (ISS) provides global strategic maritime, cargo and supply chain solutions to shipowners and operators .
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2006-06-01Acquired
Leadership Team
Gregory Donnell II
ROC Operations Manager
Josh Northcutt, MBA, PHR, SHRM-CP
Talent Acquisition Partner - Americas
Recent News
2025-08-25
Company data provided by crunchbase