Technology Service Desk Analyst

This is a Full Time Job

OVERVIEW

The Technology department at CAA (CAAtech) is an ever changing, very dynamic environment. We pride ourselves on being at the forefront of technology in every aspect.

The Service Desk Analyst position encompasses global phone support and desk-side support in the London office, hardware and software installations, and is the first line of support for our customers. The person will also be required to provide phone support to all the offices.

We are looking for an individual with strong communication skills and a strong technical background, including both phone and onsite support. A technician with a 'can do' attitude and someone who has drive and wants to move up in the department is a must. This person will be directly interfacing with clients as well as other Tech-staff. They will require strong interpersonal and communications abilities. The candidate must be an analytical thinker as this position will involve problem resolution and process/policy development. Overall customer-service orientation skills are a requirement. Previous experience with ownership of a product/project is a must.

RESPONSIBILITIES:
• Documenting incidents, problems and requests in the company ticketing system (ServiceNow) and file system (Box).
• Installation, configuration and support of the hardware and software (i.e. OSX, Windows 10, MS office) supported in the environment. From imaging new systems, IP desk phones to supporting a Jabber/Skype call between a user and a client.
• Identifying problems in the environment and driving them to resolution; Identifying recurring failures and notifying the appropriate product owner, escalation to the relevant teams.
• Support multiple CAA owned and third-party cloud-based applications and promote adoption and training of these services with focus on security with our multi-factor services.
• Provide phone and remote troubleshooting support to the London, Munich, China and other international offices.
• Provide phone, desk-phone/mobile support, and remote troubleshooting support to over 2000 users in our US and international offices.
• Provide meeting and video conferencing support for the EU and China offices.
• Liaise with business users and Tech Business Analyst teams to understand and escalate new requirements and system changes.

QUALIFICATIONS/REQUIREMENTS

REQUIRED CAPABILITIES:
• Experience in supporting and troubleshooting Apple, Lenovo notebooks, desktops and devices.
• Excellent knowledge and troubleshooting experience with Microsoft Office 2016 suite (Outlook, Word, Excel & PowerPoint and Teams).
• Experience in supporting Canon, Ricoh and HP color printers and copiers including installation, to configuration, diagnosing failures and to contacting support for repairs.
• Provide phone + desk side support for our mobile device estate (predominantly iPhone and iPad).
• Experience working at an enterprise that is structured based upon the ITIL or Microsoft Operations Framework (MOF) processes.
• Experience working with and managing vendor relationships.

DESIRED CAPABILITIES:
• Experience in supporting Cisco IP based phone systems and using the Cisco Unified CM and Cisco Unity Connection Administration servers.
• Experience with cloud platforms such as AWS, Azure, Asana, Salesforce, CVents, Microsoft Dynamics 365.
• Experience in supporting collaboration services; Cisco Call Manager, Unity, Jabber, Skype & Cisco WebEx Cloud.
• Has a working knowledge of our desktop management services SCCM and Jamf for Windows and Mac administration, imaging, deployment.
• Has a working knowledge of Workday, Microsoft Active Directory, Exchange Server 2016, Office 365 for creating and editing user accounts.