Analyst, Desktop Services

Overview:
**IT Support Analyst** position will be responsible for assisting with the day-to-day IT support for our end users globally, such as maintain SLAs and customer service experience, daily deskside support, end user training and adoption, and helping to deploy new technologies, hardware and solutions.
In addition to daily support tasks, this position will be required to assist with global project support from different time zone.
**Responsibilities**:

- Responsible for supporting all incident and service requests tickets within defined Service Level Agreements (SLAs)
- Ensures the consistent delivery of team support services for software, hardware and performance related incidents and requests, actively managing team performance against established SLAs
- Evaluate issues and identifies root cause problems/solutions.
- Fully understand and leverages Service Now to enable customer friendly support methods - enable 24/7 team support around the globe, customer chat support, Associate self-service options, satisfaction surveys.
- Manages business partner relationships to understand business needs, maintain mutual expectation levels for service delivery and manage customer satisfaction.
- Support the successful execution (on-time and within budget) of IT Infrastructure projects in the region as a project team manager or member, leading projects and/or helping with project planning an execution
- Follow and execute internal procedures, ticketing and escalation standards to ensure prompt resolution to incidents and service requests
- Analyzes performance of desktop support team activities and documented resolutions, identify areas for improvement, and deliver solutions to enhance quality of service and to prevent future service delivery quality issues.
- Support Video/Audio Conference and integration of Shure products
- Identifies, recommends, develops and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management.
- Manage vendors and suppliers to fulfill IT needs and requirement
- Perform other duties as assigned.
Qualifications:

- Bachelor's degree or similar level education in Computer Science or related field
- Minimum of 5 years' experience working in a technical infrastructure discipline (i.e.
system administration or desktop support)
- Experience providing IT service delivery and customer support in an Engineering capacity
- Able to exercise judgment within defined procedures and practices to determine appropriate action