Associate Service Desk Analyst

at  World Wide Technology Holding LLC

EDUCATION

Education Level
Education Details
Req
Pref
And/Or
Associate’s Degree (AA)
Information Technology
X
or
A combination of education, training and experience may be considered in lieu of a degree.

WORK EXPERIENCE

Experience
Req
Pref
A minimum of 1 year progressive experience in a related field
X

KNOWLEDGE, SKILLS, AND ABILITIES

• 
  Excellent customer service, communication, and analytical skills.
• 
  Positive, professional, team player attitude.
• 
  Ability to work independently while upholding quality support.
• 
  Strong work ethic and ability to self-motivate.
• 
  Ability to organize and prioritize work in a fast-paced, changing environment.
• 
  Technical aptitude with a focus on continuous learning and development.
• 
  Functional knowledge of Windows Operating Systems, Microsoft Office products, and macOS.
• 
  Knowledge in: Workspace One, Active Directory, Exchange is a plus.
  Requirements:
  The Associate Service Desk Analyst will support internal end users in the Amsterdam Office and the European region for all Information Technology infrastructure components. As an Associate Service Desk Analyst, you enable the staff to operate in an agile manner and ensure that the systems’ hardware, operating systems, and related procedures adhere to our organizational values.

• 
  Respond to incoming requests via walk-ups and ServiceNow tickets.
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  Resolve 1st and 2nd level incidents.
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  Assist with the delivery and support of local mobile devices and cellular plans.
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  Log and update incidents via ServiceNow, our ticket tracking application.
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  Provide Hardware/software support to internal customers.
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  Leverage internal (knowledge base) and external (support sites) resources to answer questions and resolve incidents.
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  Provide incident routing and escalation to other teams within the organization.
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  Coordinate with other teams within the organization for local support on escalated incidents.
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  Research and recommend innovative, and automated approaches for administration tasks.
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  Assist in the delivery, installation and set-up of new or reallocated technology.
• 
  Assist with the management and track inventory of assets through our tracking software in ServiceNow.
• 
  Respond to users regarding equipment recovery tasks.
• 
  Recycle and retirement of equipment.