IT Service Desk Analyst

Aplicanţi: 41

Steelcase Service-Desk process relies on a Single Point Of Contact process (SPOC process) where any Service-Desk customer within Americas (US, Canada, Brazil, Mexico, etc.) will contact Steelcase Service-Desk to submit any IT-related incident or request.


What you will be doing:

  • Respond to requests for technical assistance via phone or electronically, and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise the user on appropriate action and follow standard help desk procedures
  • Administer help desk software
  • Redirect problems to appropriate resource if needed
  • Identify and raise situations requiring urgent attention
  • Track and route problems and requests and document resolutions in knowledge base
  • Stay ahead of with system information, changes and updates
  • In order to cover the users working time it is necessary to work in shifts


Qualifications:

  • IT / Technical University degree or student would be a plus
  • 6 months to 1 year work experience appreciated
  • Strong Windows OS and MS Office skills
  • Customer focus skills, good listening skills, good social skills with internal and external customers
  • Analytical skills (ability to analyze and synthesize), team-player, handle time and workload effectively
  • Working experience with the Americas region is an important advantage
  • Excellent English skills
  • Spanish knowledge would be a plus.


Your future team:
The IT Service Desk Americas is a 10 member team, collaborating with all IT functions. They are also working closely with the other IT Service Desk teams (EMEA & APAC) looking to globalize the processes.