DBI Staffing · 1 month ago
Global Service Desk Analyst (Fixed Term of 1 Year)
New York, NY, US
Full-time
Onsite
Mid Level
4+ years expDBI Staffing is seeking a Global Service Desk Analyst for a fixed term of one year. The role involves providing first line support, recording incidents, and facilitating communication between IT teams to ensure high levels of service delivery.
Information TechnologyStaffing Agency
Responsibilities
Provide 1st line (telephone) support and occasional 2nd line (Deskside) support
Record all incidents and requests in the BMC Helix call logging system
Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams
Ensure that customers are kept informed of events relating to their call
Facilitate communication between the various IT teams, both regional as global
Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service
Work closely with Belfast Service Desk team for ticket handover and follow-ups
Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)
Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution. Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate
Ensure all calls are responded to within a timely manner and within the agreed OLAs
Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams
Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line
Ensure that customers are kept informed of events relating to their call
Monitor calls when passed to 2nd and 3rd line teams
Provide guidance, training and mentoring to other team members as required
Build and maintain good customer relationships
Develop a detailed understanding of the business and departments that are supported
Complete tasks and other assigned work to agreed deadlines
Qualification
Required
Minimum “A” level standard education or equivalent
Minimum 4/5 years IT experience with at least 3 years' experience in a 1st line support role
Soft skills for excellent customer service
Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
Detailed practical knowledge of the Service Desk tools and end-user IT services
Expertise in the use of Call managing systems
Active Directory and Remote Exchange Console
Expected to have a basic understanding of all technologies used by A&O and business working practices
Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business
Experience of working in an ITIL environment
Preferred
Strong organisational skills with a proven track record in a challenging support department
Commitment to rapidly resolve incidents using a logical and structured approach to problem solving
Ability to make sound decisions under pressure
Strong commitment to excellent customer service
An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
Personal credibility, highly self-motivated, self-starter, who will undertake all activities to the highest professional standards
Excellent communication skills, both orally and written
Ability to operate within a wider team where there may be ambiguity and conflicting priorities
Experience of working in a global environment across international locations with an appreciation of multiple cultures
Company
DBI Staffing
DBI Staffing is a premier staffing organization dedicated to providing unparalleled service to clients and candidates ' IT needs.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase