IT Service Desk Analyst III
SGS North America Inc.

Job Info

---

Company Description

SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 89,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.

Job Description

The Service Desk Analyst III serves as a Level 2 escalation point for the SGS Global Service Desk. They act as an expert for diagnosis and resolution of advanced technical issues with SGS standard and laboratory specific PC hardware, software, or network/communications tools & connectivity. The Service Desk Analyst III manages all aspects of regional PC asset lifecycle including deployments, non-standard software installations, resolution of security incidents, and refresh or retirement of aging assets.

Job Functions

• Tracks, monitors, documents and communicates with end-users for the requests, issues and incidents through completion using ServiceNow
• Completes assigned tasks in support of business-driven projects and initiatives
• Provides 'local onsite' assistance for employee incident resolution where applicable
• Provides 'local onsite' assistance to other IT teams and vendors when required for new system installs, incident troubleshooting & resolution, site surveys, or other IT activities
• Contribute to PC asset lifecycle activities (deployment, maintenance, refresh/retirement)
• Provide statistics and KPI reports to management as requested
• Documents procedures and troubleshooting processes related to SGS standard and Laboratory personal computers
• Mentors and support junior team members in their efforts
• Performs other duties as assigned.

Qualifications

Education and Experience

• Bachelor's Degree or equivalent education and experience in Information Technology or related discipline
• 7+ years' experience supporting a corporate environment
• 2+ years of experience as a senior member of an IT support team, or as a Team Lead
• Experience performing hardware and software troubleshooting and break-fix repair
• Experience in an IT role providing customer service

Licenses and Certifications

• ITIL 4 Certificate (Preferred)

Knowledge, Skills and Abilities

• Language Skills: English - Intermediate level proficiency, French - preferred
• Mathematical Skills: Intermediate level proficiency
• Reasoning Skills/Abilities: Intermediate level
• Excellent verbal and written communication, and interpersonal skills
• Strong customer service orientation
• Verbal and written communication skills
• Strong analytical, reasoning, and problem-solving skills
• Excellent time management skills
• Ability to prioritize daily activities
• Ability to work with minimal supervision in a fast-paced environment

Computer Skills

• Knowledge and experience in IT support
• End-user hardware, software, and operating systems (Windows XP, 7, 10)
• Server hardware, software, operating systems, and related protocols
• Active Directory access and permissions
• Troubleshooting and network related issues and protocols
• Mobile device support

This job has expired.