IT Service Desk Analyst II

Come join the world’s largest independent renewable energy company active in wind, solar, energy storage and transmission and distribution. Our vision is to be a leader in the transition where everyone has access to affordable zero-carbon energy. Being part of the Renewable Energy Systems (RES) team means shaping the world’s energy future.

Position Overview

The Service Desk Analyst is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the analyst ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.

This Americas IT function forms part of the wider Global Services function. The successful candidate will work closely with the regional and Group IT as well as business functions to support the Service Desk environment as required.

Responsibilities

Specific duties:

• Provide a high level of customer service and professionalism in all interactions and delivery of job functions
• Contributes to the development of service strategy to mitigate software, hardware, and networking issues
• Contributes to the development of business support standards, processes and procedures, and guidelines for incident management
• Troubleshoots and resolves IT issues via phone, web, and in-person channels
• Ensures all incidents are resolved against SLAs
• Reports on the help desk and support using uptime and ticket-related performance metrics
• Partners with IT and business personnel to discuss the impact of incidents on products and services
• Tracks and reports all open and closed incidents to leadership teams
• Proactively learns new product and service technologies

Qualifications

Required Knowledge:

• Experience using help desk ticketing software
• Experience with incident troubleshooting and escalation
• Familiarity with ITILv3 or related service delivery frameworks
• Familiarity with Project Management, as a team member and SME

Required Skills:

• Business acumen
• Strong customer service mind-set
• Ability to prioritize and quickly resolve issues
• Excellent written and verbal communication skills
• Excellent analytical and problem-solving skills
• Effective prioritization and project management skills
• Demonstrated informal leadership of larger work activities or project areas

Required Experience:

• Demonstrated ability to take the initiative and think creatively
• Ability to interact successfully with people in a customer-facing role
• Software Packaging, preferably with MECM/SCCM

Preferred Experience:

• Experience in a service delivery role providing customer service
• Project management familiarity (as a team member)

Minimum Qualifications:

• Excellent written and verbal communication skills
• Understanding of common operating systems (especially Windows)
• Curiosity, a desire to solve technical problems
• A desire to help people work more efficiently and effectively
• 3+ years in a service delivery / Service Desk role
• MS SCCM/MECM
• 3+ years of experience and demonstrated understanding and troubleshooting of common desktop applications (MS Office suite, mobile device OS as well as MDM platforms and features)

Preferred Qualifications:

• ITILv3

Physical requirements and environment:

• The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Performs primarily sedentary office duties with occasional travel to other Company offices or construction sites.  Incumbent may occasionally lift up to 10 pounds and may be required to sit, stand, walk and use a computer.
• Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

Note: We maintain a drug-free workplace.