A Senior Service Desk Analyst is a person whose role includes but is not limited to being the internal point of escalation for the Corporate Service Desk team, assisting the corporate service desk supervisor with essential projects, developing a working knowledgebase and documentation needed to perform tasks to support Harbor Freight corporate users.
Duties and Responsibilities
Provide daily support of advanced system, services and applications such as: Active Directory, Exchange, Cisco UCCX, ShoreTel Director, BigFix, etc.
Create runbooks and/or knowledgebase articles that will be actively referenced by the corporate service desk team
Provide root cause analysis to ensure permanent solutions for issues
Serve as an internal point of escalation for the Corporate Service Desk
Mentor and train Help Desk Analysts
Review client complaints, rectify issues and liaise with appropriate departments to handle complex issues to provide more effective solutions
Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective
Continually evolve the organization to support the needs of the corporation
Consistently exhibits urgency and excellence in execution in their daily tasks
Relies on experience and judgment to plan and accomplish goals
A wide degree of creativity and latitude is expected
Other support duties as assigned;
Regular attendance is required as an essential duty
Scope
Staff supervision and development: No
Decision making:
Creates policy and resolves problems
Travel: Up to 5%
Flex Designation: Anywhere
Education and Experience
Education Requirements
High School diploma or equivalent
Years of Experience
3+ years in a support environment or equivalent experience
Skills
Excellent knowledge of Harbor Freight systems, people, and processes or equivalent
Takes ownership of tasks and ensure completion
Provide constant and timely updates and reports
Showcase good interpersonal skills for customer relations
Ability to work under pressure
Must have good leadership skills to inspire and carry people along
Must be knowledgeable about service desk system and IT tools
Must have good judgment in handling high priority and/or sensitive customer issues
Familiar with a variety of the field's concepts, practices, and procedures
Knowledge of ITIL methodologies preferred, but not required
Flexible and adaptable in regards to learning and understanding new technologies.
Excellent written and oral communication skills.
Excellent interpersonal skills.
Technically proficient in Windows OS, AD, Windows Administration Tools
Highly self-motivated and directed.
Attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience (Required) -
Skills (Required) -
Skills (Preferred / Desired) -
Additional Qualifications (behavioral traits, certifications, etc.) - Level of language needed to successfully accomplish the essential duties
English
Level of mathematical skills needed to successfully accomplish the essential duties
High School or equivalent
Level of reasoning skills needed to successfully accomplish the essential duties
Physical Requirements
General office environment requiring ability to:
Stand, walk, sit for extended periods of time.
Speak and listen to others in person and over the phone and video conferencing.
Use keyboard and read from computer screen and reports.
The ability to lift up to 15 lbs.
Safety
Must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.