SafeGuard Global Looking for Senior Service Desk Analyst at Remote

SafeGuard Global; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a rapidly growing global payroll processing company as a Senior Service Desk Analyst. You will be part of a dynamic global team providing desk-side and remote support, primarily assisting users in India. This role requires a technically skilled individual with a strong customer service orientation and the ability to work independently while adhering to high standards. You will troubleshoot Microsoft Windows operating systems and Office 365, manage support tickets, and ensure a secure and productive working environment. If you are a team player with a passion for IT and a keen attention to detail, this is a fantastic opportunity to advance your career in a supportive and innovative environment.

Qualifications

• Minimum two years IT support experience required.
• Strong customer service and technical skills essential.

Responsibilities

• Provide technical support and maintenance for end user devices.
• Troubleshoot and support Microsoft Windows and Office 365.

Skills

Microsoft Windows operating systems

Microsoft Office 365

Windows Server 2016/2019

Azure

AWS

Active Directory (AD)

Attention to detail

Customer service

Problem-solving

Education

Relevant IT certification

Tools

Remote support tools

ITIL processes

Job description

Job Description:

Role Overview

Safeguard Global is currently seeking a Senior Service Desk Analyst to be part of an existing global team providing desk-side and remote support to Safeguard Global staff. You will primarily deal with users located in India but may be required to assist your teammates globally.

We are a rapidly growing global payroll processing company with visions of dominating the market space. Our centralized global payroll solution gives multinationals comprehensive insights into workforce costs to help make data-driven strategic decisions, and our industry-leading employer of record service, Global Employment Outsourcing, enables expansion into 179+ international markets in as little as two weeks.

The successful candidate will join a global team responsible for the technical support and maintenance of appropriate company technology systems and end user devices to ensure users are able to perform their daily activities in a secure, effective, and efficient manner.

The ideal applicant will have at least two years’ IT support experience and possess a blend of ITIL, technical, organizational, and customer service skills. You will have a genuine interest in both IT and in supporting end users and are able to work with a keen sense of attention to detail. You will be a team player who takes great personal pride in their work and be looking to join a global team where if needed, you will be trained and mentored by others in the team to ensure the overall service the global IT Support team delivers to the business is second to none. You will be expected to work independently under guidance to a high technical and organizational standard.

This is an excellent career opportunity for a technically rounded service desk analyst with natural customer service skills.

Key Responsibilities

1. Provide assistance and support to distributed and local end users to maintain a secure and productive working environment.
2. Able to support and troubleshoot Microsoft Windows operating systems 10, 11 and Microsoft Office 365 (Teams and Outlook) along with any other authorized desktop applications.
3. Complete work of assigned support tickets in accordance with defined SLA requirements.
4. Perform routine management and maintenance tasks of Windows Server 2016 / 2019 in accordance with monthly checklists.
5. Deploy, upgrade and support for company defined peripheral devices.
6. Perform general preventative maintenance on relevant IT equipment as required.
7. Perform remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.
8. Familiarize end users on basic software, hardware, and peripheral device operation.
9. Work with other IT team members including the infrastructure and networking teams as required.
10. Take ownership and responsibility of queries, issues and problems assigned.
11. Document, track and monitor incidents, requests and problems to ensure a timely resolution.
12. Manage and monitor internal assets to ensure accurate inventory records.
13. Manage the procurement of IT equipment as required.

Skills and Experience

Required

1. A technically well-rounded IT Engineer with strong experience of Microsoft Windows operating systems and Microsoft Office 365 (Teams and Outlook).
2. Experience of general Windows Server, Azure, AWS, AD, AAD management tasks including patch management and deployment to Server 2016 / 2019.
3. Proven experience in the operation and troubleshooting of PC and Laptop hardware, diagnosis and parts replacement, software installation and updating.
4. Excellent English communication skills written/spoken are essential.
5. Adaptable to changing priorities and new information.
6. Multi-task and remain clearly focused on several tasks at once.
7. Strong attention to detail and the willingness to ensure tasks carried out to a high standard no matter workload.
8. Naturally customer service oriented.
9. A willingness to learn and adapt to new procedures.
10. A team player looking to join an environment where everyone is expected to ‘pull their weight’. Keen and quick to learn from the more experienced within the team and happy and fully willing to educate those less knowledgeable.

Advantageous

1. A natural interest in IT technology.
2. Inherent hard-working ethos.
3. Understanding of ITIL processes and procedures.

Key Behaviors

Thinking Things Through

Problem Solving: Getting to the root cause of problems and coming up with practical, commercial solutions.

Business & Customer Focus: Works consistently in the best interests of customers and the business.

Delivering Results

Taking responsibility for results: Making things happen, going the extra mile to drive performance and standards. Proactively intervenes to maintain the integrity of information security practices.

Engaging Others

Skillful Communication: Communicating information clearly, openly, and persuasively.

Relationship Building: Building positive relationships with colleagues and customers through respect, listening and teamwork.

Adapting to Change

Updating skills and knowledge by assessing industry best practice, creating, and maintaining relationships with colleagues, suppliers, and partners, and responding positively to change. Demonstrating calmness, confidence, and perseverance in demanding situations.

At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.