Company Description:
webuyanycar.com® USA is a leading car buying service that offers a fast, safe, and fair way to sell your car. With a focus on providing a seamless and convenient experience, we offer free online valuations, hassle-free transactions, and fast payment on the spot. As a part of the Prosus company, we are backed by one of the largest technology investors in the world, operating globally in markets with long-term growth potential.
Summary:
The Senior Service Desk Analyst reports directly to the Service Desk Manager and assists with the support of the company’s infrastructure, networking, and technology administration. Responsibilities include serving as End User Support as well as providing second-level escalation support for the Service Desk as needed with a focus on supporting the technical execution of all service desk-related technologies.
Duties and Responsibilities:
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Serve as a technical lead and assist with direction for all service desk-related technologies.
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Act as escalation resource for service desk team members requests/incidents as well as act as a mentor for the Service Desk team.
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Work on projects across all technology platforms, including Azure, Intune, Office 365, AAD and our service desk ticketing system
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Work with the service desk manager to evaluate current processes, help find opportunities for automation/improvement and ensure process adherence by members of the Service Desk team.
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Provision equipment for new locations, including but not limited to computers, security cameras, network equipment.
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Maintain IT knowledge base for Service Desk/End users.
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Create and document service requests, issues, problems, and changes. Provides hands-on troubleshooting/support as needed. Handle recurring business processes.
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Research assignments, resolve problems, and teach colleagues about solutions.
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Order and coordinate equipment and services for branch offices and facilitate equipment moves between locations, maintaining inventory. Lift and move computer equipment (up to 50 lbs.).
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Maintain relationships and communication with vendors regarding orders and outages.
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Collaboratively build and maintain knowledge base for IT support & develop standards.
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Collaborate with stakeholders at all levels of the company to design, plan, deliver, revise, and troubleshoot solutions to business problems and challenges.
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Identify needs for changes / projects and build requirements.
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Assist colleagues with planning, troubleshooting, handling omissions, and thinking through potential impacts.
Required Skills and Abilities:
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Must be detail-oriented and motivated to provide a positive customer experience.
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Possess a strong desire to know “how” and “why” things work, inclined toward sustainable and manageable solutions.
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Have self-awareness of strengths and opportunities, ability to introspect, and self-develop by engaging in continuous learning.
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Strong written and oral communication skills, both technical and non-technical.
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Demonstrated ability of effectively working on a team, both independently and collaboratively.
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Strong attention to detail with excellent organizational and problem-solving skills.
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Excellent customer service, interpersonal skills, and communication etiquette.
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Commitment to continuous personal and professional growth and lifelong learning.
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Ability to execute and thrive in stressful situations.
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Proficient with company-based systems, Microsoft Windows, Office Suite, and other computer-based applications.
Educational Requirements and Experience:
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At least five (5) years’ experience demonstrating/using the following:
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Office 365, as an administrator and a user.
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PowerShell, automation tools, and scripting.
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Azure
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Windows 10 administration and networking
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Intune MDM, imaging tools and software packaging
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Bachelor’s degree from an accredited university, preferred – not required.
Physical Requirements:
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Prolonged periods of sitting at a desk and working on a computer.
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Must be able to lift to 15 pounds at times.
INDSJ
