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Form of workStefanini Group is looking for Service Desk Analyst for a globally recognized company in Miami, FL!
For interested applicants, click the apply button or you may reach out to Alfher Hidalgo at (248) 728-2627/Alfher.Hidalgo@stefanini.com for faster processing. Thank you!
For interested applicants, click the apply button or you may reach out to Alfher Hidalgo at (248) 728-2627/Alfher.Hidalgo@stefanini.com for faster processing. Thank you!
The Technology Service Desk Analyst will be based in the Miami, FL office. Under the supervision of the Senior Delivery Technology Manager (SDTM), they will be responsible for:
Promote 'customer first' approach with all interactions.
Provide 1st Level technical support and expertise to end-users across all areas of Technology service delivery (desktop, applications, network, information management), including the installation and configuration of hardware, software and peripheral devices.
Identify, prioritize and resolve support problems by providing telephone-based, in-person, hands-on and/or remote support (incident management).
Management and ownership of problems through to resolution.
Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
Classify, log and maintain records for all issues, requests and changes, track until resolution
Develop, maintain and continuously review support procedures and other end-user documentation.
Liaise with support groups, external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
Consult and liaise with relevant system owners and subject matter experts to develop an understanding of the current and future environment, and underpinning business processes.
Proactively build and maintain relationships with internal and external suppliers of services.
Contribution and preparation to the preparation of Technology Department information bulletins for staff.
Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.
User and group administration within Office 365 and SharePoint Online.
Assist in the maintenance of asset registers of office technology equipment and software licenses.
Manage the build and provisioning of devices as required.
Minimum 3 years' experience in a similar role within a complex organization.
Proven experience in delivery of a high level of customer service
Demonstrated broad knowledge of ICT environments (including operating systems, network infrastructure, desktop and cloud based applications, telecommunications).
Demonstrated experience using MS Office Suite of products including Word, Excel and PowerPoint at an Advanced level.
Office 365 and SharePoint Online administration experience.
Operational experience at similar events (Desirable).
Effective communication skills (written and oral).
Proven problem solving / trouble shooting skills.
Ability to work with a team and independently.
Flexibility when faced with ambiguity or constant change.
Experience of providing support activities with a technology or events field (desirable).
Excellent ability to work under pressure.
Hold a current and valid Driver's license.
Employment Type: CONTRACTOR
