What are the responsibilities and job description for the Service Desk Analyst position at Formica Group North America?
As a Service Desk Analyst at Formica NA, you will be the first point of contact for our clients seeking technical assistance. Your primary role will be to provide efficient and effective support for hardware, software, and network-related issues. With your strong problem-solving skills and excellent communication abilities, you will diagnose and resolve technical problems, ensuring a seamless user experience. You will also document support requests, escalate complex issues, and contribute to the overall improvement of our IT support processes. This position requires a minimum of 3 years of experience in a help desk or technical support role.
Primary Responsibilities & Activities
To apply, please visit our Career Center at http://www.formica.com/en/us/careers.
An Equal Employment Opportunity/Affirmative Action Employer, M/F/Disability/Vets
Only qualified individuals (those who meet the fundamental qualifications) will be considered as applicants for this position. Applications will be accepted for a minimum of 3 business days from the date of the initial posting.
Primary Responsibilities & Activities
- Provide first-level technical support to end-users via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues.
- Document and track all support requests and resolutions in ServiceNow.
- Escalate complex issues to higher-level support teams as necessary.
- Assist in the setup, configuration, and maintenance of IT equipment.
- Conduct user training sessions and create user guides.
- Monitor and maintain IT systems to ensure optimal performance.
- Collaborate with other IT team members to improve support processes and procedures and develop and maintain comprehensive and accurate documentation of technical standards and services.
- Maintain service provision in line with Service Level Agreements.
- Participation in an on-call rotation for out of hours critical issues involving infrastructure related incidents.
- Minimum of 3 years of experience in a help desk or technical support role.
- Experience in an ITIL-driven service delivery organization.
- Comprehensive technical knowledge of Windows and Mac desktop platforms including imaging and deployment strategies.
- Experience with O365/M365 administration.
- Familiarity with Entra ID (or other IDPs) and Intune (or other endpoint mgmt. solutions)
- Extensive knowledge of iPhone/iPad mobile devices.
- Proficiency in troubleshooting hardware, software, and network issues.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Experience managing service delivery via ITIL toolset (ServiceNow preferred) and remote support tools.
- Relevant certifications (e.g., CompTIA A , ITIL) are a plus
To apply, please visit our Career Center at http://www.formica.com/en/us/careers.
An Equal Employment Opportunity/Affirmative Action Employer, M/F/Disability/Vets
Only qualified individuals (those who meet the fundamental qualifications) will be considered as applicants for this position. Applications will be accepted for a minimum of 3 business days from the date of the initial posting.
