Job Description

About the job:

As an IT Service Desk Analyst in the Rocket IT End User Experience (EUX) Team, you are part of a global, fast-paced IT organization with a primary mission to provide world-class support services to our internal user base, located throughout 30+ international offices in the Americas, EMEA and APAC regions.

Focusing on the end user experience, the successful candidate will have five (5) to seven (7) years of demonstrated career progression in a multinational corporation (MNC) service desk environment, have proven customer service skills and be fluent in oral, written and listening English communications.

Role Responsibilities:

• Act as an advocate for Rocketeers within IT. Ensure their needs and expectations are understood and met in relation to the provision of IT services and support.
• Own requests escalated by L1 Global Service Desk analysts. Provide detailed support and troubleshooting through gathering and analyzing information on user requests to determine optimal path for resolution.
• Using IT Service Management principles, manage customer expectations for resolution of reported incident and service request issues. Initiate escalation to L3 and SM/DL expertise and provides feedback on incident trends and upcoming SLA violations to IT Leadership.
• Contribute to the strategy, development and quality of the Rocket ITs’ Global Service Desk offering. Advocate the ‘shift left’ strategy towards self-service and self-healing, through knowledgebase population and process automation identification.
• Train and educate Rocket’s global user base on the Global Service Desks’ support methodology and provided IT Service Catalogue platforms, including hardware, operating systems, applications and service tools.
• Create and foster a collaborative and professional working relationship between Rocket IT’s Global Service Desk and Rockets’ software development labs and internal business units.
• Protect Rockets’ marketplace value and reputation through compliance with industry standard end point and employee data protection processes and policies.
• Partner and collaborate with the wider IT team to ensure successful ingestion of new service offerings into the service desk.
• Contribute to the transfer of knowledge within the Global EUX Team, through the use of knowledge transfer sessions, knowledgebase articles and assisting with mentoring of junior team members.

Have active involvement in projects owned by, or including, Rocket ITs’ Global Service Desk and Global EUX Team.

Required Skills:

• Five (5) + years’ experience in an MNC service desk with demonstrated:
  • Service and results orientated attitude in meeting agreed SLAs, KPIs and CSFs.
  • Analytical troubleshooting and problem-solving skills.
  • Ability to adapt to new technologies and changing priorities in support requirements, whilst maintaining and improving the service desks NPS rating.
  • Career development and aspirations and proven ability to use initiative and forwarding thinking to advocate the service desk offering.
• Five (5) + years’ experience supporting:
  • Microsoft and Apple end point operating systems.
  • Microsoft Office 365 products, cloud and local deployments.
  • End point hardware, including laptops, desktops, printers, phones.
  • End point collaboration platforms including Cisco WebEx, Jabber, Unified Communications.
• Five (5) + years’ experience supporting and Three (3) + years design and implementation of:
  • End point security platforms including anti-virus, patch management and mobile device management.
  • End point imaging and management platforms.
• Three (3) + years’ experience of:
  • Active Directory account and group management, DNS, DHCP and Print services management.
  • Managing activities related to user security awareness, including awareness programs and training, management, prevention and remediation of inbound attacks.
  • Knowledgebase and SOP management, including document creation and maintenance.
• Exposure to:
  • Large scale, redundant, on and off premise virtualization environments.
  • Windows and Linux server operating systems.
  • Networking technologies and platforms including TCP/IP, routing, switching, firewalls and Cisco Meraki.
  • Self-service, self-healing and automation principles of the ‘shift left’ service desk offering.

Personal attributes:

• Energetic attitude with outstanding interpersonal and customer service skills.
• Work well in a team-oriented, collaborative environment.
• Self-motivated, results-driven and well organized.
• Enjoy working in an organization experiencing explosive growth in a fast-paced, changing environment.
• Fluent English speaker, with excellent communication skills including written, oral, presentational skills.

Desired Qualifications:

• Industry standard IT Service Management certifications, including ITILv3, COBIT, HDI, KCS, PMP.
• Technical certifications, including Microsoft, Cisco, VMware, CompTIA A+.

Education Requirements:

• College degree or equivalent years of experience.