SunGro Service Desk Analyst Co-Op

IT Service Desk Analyst Co-Op/Intern Job Description
The IT Service Desk Analyst Co-Op/Intern is part of the Global Service Desk team, which acts as a single point of contact for the intake, triage, and resolution of incidents and management of requests. Our Service Desk employs a flexible support model, allowing our associates to contact us via multiple channels, including phone, self-service portal, email, and walk-up service support.
The primary role of the IT Service Desk Analyst is to ensure prompt service delivery to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk-up). The Service Desk Analyst aims to resolve all tickets within the team s scope of responsibility or ensures that all items are correctly reviewed, updated, and reassigned to other appropriate IT teams.

WHEN YOU JOIN US YOU WILL BE:
Operational Delivery

• Competitive compensation ($22.00 - $24.00 per hour)
• Provide first response, initial triage, and troubleshooting for all support items received through all channels - phone, email, ticket system/web portal, walk-up - for on-premise & remotely connected staff across all Global locations in line with defined service metrics, SLA s, and OLA s.
• Ensure tickets are created for all client contacts and accurately captured as either incidents (break/fix) or service requests.
• Escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
• Identify trends in incidents to support problem management and record all outages within the ticketing system.
• Provide basic how-to training to end users and seek approval to purchase, deploy, or upgrade approved endpoint hardware and software.
• Participate in on-call rotation, responding within service level targets and troubleshooting incidents for any global location outside of business hours.

Technical Expertise

• Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research, or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
• Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
• Build and maintain solid skillset/knowledge in troubleshooting the organization s endpoint infrastructure and relevant applications.
• Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones, and other end-user peripherals.
• Create change tickets in support of end user-related changes. Perform scheduled changes or deployments and ensure accurate completion of change tickets.
• As assigned, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards, and best practices. Make recommendations to Manager, Service Desk for inclusion in technology roadmap.

Project Delivery

• Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly. Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.

OUR IDEAL CANDIDATE:

• Pursuing (3rd or 4th year) a Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field, or pursuing an Information Technology-related certification program.
• Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices (preferred).
• Experience supporting M365 applications, and email systems such as Exchange/Outlook (preferred).
• Experience troubleshooting issues clients may be having when connecting to or using network services (preferred).
• Excellent customer service skills with an ability to demonstrate empathy.
• Experience supporting both onsite and remote users (preferred).
• Experience providing Executive-level support (preferred).
• Strong troubleshooting, investigative, and problem-solving skills.
• Ability to design and develop end-user & training documentation.
• Enthusiastic and pleasant attitude.
• Strong desire to learn.
• Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.
• Upholds best practice standards as well as departmental policies and procedures.
• Excellent listening skills, verbal and written communication.

ADDITIONAL SKILLS (Preferred):

• Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).
• Experience imaging/deploying desktops, laptops & mobile devices.
• Experience supporting mobile devices using Intune or other MDM solution.
• Experience configuring and managing desk/soft phones using Avaya or other platforms.
• ITIL Foundation certificate.
• Apple Certified Support Professional / Apple Certified IT Professional certification.

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