Senior IT Service Desk Analyst

Job Description

Do you want to be a key team player with the fastest growing currency supplier in the world? We are looking to add a Sr. Service Desk Analyst in our Alpharetta, GA location. This position is a Senior member of the Global IT Service Desk Team providing level 1 & 2 IT phone support to all associates. The role will have an impact on all associates by enabling the talent through the provisioning and support of IT Services.

Some responsibilities include :

• Develops End User facing knowledge base articles in support of a Self-Service portal.
• Drives the adoption of an End User Self-Service Portal.
• Participates in lean management program activities to document, maintain and improve IT standard work processes and procedures to enable consistent global standards and continuous improvement.
• Creates and manages all IT incidents and request utilizing the IT ticketing system
• Support for onboard & offboard activities, including provisioning and deprovisioning of user accounts
• Software deployment
• Provides phone support to all associates to ensure effective and efficient incident response and escalation.
• Remotely troubleshoots end user inquires including but not limited to hardware, software and telecommunication issues.
• Participates in assigned audit tasks to maintain a secure and compliant environment.
• Participates in Asset Management efforts of IT equipment and software licensing.
• Participates in an on-call rotation.
• Promotes and educates end users on available technologies
• Manage tickets to established SLA and KPI's
• Determine the correct level of urgency and impact for each incident or request
• Provide regular communicaiton and escalation of issues to IT leadership

Qualifications :

Desired :