Sr Service Desk Analyst

Primary Skills

• O365 Administration

Secondary Skills

• Manage Customer Feedback, Customer Engagement-MsD_Call Center, Customer Experience

Specialization

• Systems Engineering: BA Digital Workplace

Job requirements

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Role: Senior IT Service Desk Analyst
Experience: 7-9 years
Location: Mckiney, Texas (Onsite)
 
As a consultant within the DI team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value.


Job Description:
• Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries.
• Provide outstanding customer service to all users.
• Should be fluent in English. Capable to handle phone calls (inbound and outbound) with upright vocabulary skills, excellent written communication.
• Provide 1st line support troubleshooting of IT related problems from inhouse software to hardware, such as Laptops, PCs and Printers.
• Troubleshoot basic network issues, escalate unresolved tickets to the infrastructure support team, Log all tickets in the Service Desk ticket Logging system (SNOW).
• Providing remote desktop support and resolve the issues.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide support for issues related to MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
• Creating user accounts, reset passwords, create groups etc.
• AD account management and provision to arrange for external technical support where problems cannot be resolved in house Qualifications.
• ITIL qualification is must.
• Document all incidents, service request, workorders and track them until closure.
• Follow the standard procedures defined in SOP/KBs and adhere to shift handovers etc.
• Excellent organizational skills, Incident Management experience Managing incidents including business expectations and communication Basic User & Security Group Active Directory administration.
• Strong knowledge of Microsoft based operating systems and troubleshooting O365 within a network environment (permissions, calendar sharing, delegation).
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• Flexibility to working hours as expected.
 
Why should you apply for this role?
As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.
 
DI: https://www.brillio.com/services-digital-infrastructure/
 
Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/


Equal Employment Opportunity Declaration
Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
 
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