IT Service Desk Analyst

Remote Role: Houston, TX Area Residents Only
Job Purposes:

Responsible for providing quality customer service as part of the Global Software Support Systems team. Responds to internal & external customer inquiries, troubleshoots and diagnoses problems and identifies solutions referring for further support specialists as needed. Act as a key part of assisting the Global Systems Team Lead to ensure the department processes are kept up-to-date to safeguard efficiency and excellence in holistic customer service.



Responsibilities:



<[if> <[endif]-->Helpdesk Management - Provide best practice support on Software and Cloud Services Support Systems to internal & external customers. Maintain daily software helpdesk administration, with but not limited to Software licensing creation, delivery, management and upkeep. Manage client access to systems, such as Client Download Site, Helpdesk, among others.

<[if> <[endif]-->User Support - First point of contact for new customers: license, access to systems, software download and installation, etc

<[if> <[endif]-->Data Management - Maintain Software and Cloud Services client databases contact information, up-to-date contact names, addresses, emails, contracts, etc.

<[if> <[endif]-->Documentation - Document and maintain support processes and systems, for instance licensing tool, CRM, etc. Generate support metrics reports for management review

<[if> <[endif]-->Knowledge Management - Reinforce software processes both internally and externally. Offer support & advise colleagues on support processes when needed and use own expertise to help improve processes.

<[if> <[endif]-->Team Support - Support to Regional Software Support Team Leader, Cloud Services Team Leader, and Global Software teams. Liaison with other departments as needed. Assist the sales department regarding renewals, escalations, and onboarding of new customers.

<[if> <[endif]-->Operational Compliance - Identify instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Capability Building - Develop own capabilities by participating in performance discussions, evaluations, and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.





Position Requirements:

To include Skills, education & experience

Behavioral Competencies:

Collaborates - Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

<[if> <[endif]-->Tech Savvy - Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

<[if> <[endif]-->Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.



Skills:

<[if> <[endif]-->Computer Skills

<[if> <[endif]-->Assessment

<[if> <[endif]-->Verbal Communication

<[if> <[endif]-->Data Collection & Analysis

<[if> <[endif]-->Planning & Organizing

<[if> <[endif]-->Masters Service Conversations

<[if> <[endif]-->Compliance Management

<[if> <[endif]-->Navigates Customer Challenges

<[if> <[endif]-->Data Control

<[if> <[endif]-->Provides Technical Support

<[if> <[endif]-->Policy & Procedures

<[if> <[endif]-->Strengthens Customer Connections

<[if> <[endif]-->Action Planning

<[if> <[endif]-->Leverages Digital Communications



Education:

<[if> <[endif]-->Short-Cycle Tertiary Education and/or certifications preferred



General Experience:

<[if> <[endif]-->Previous experience in a similar role

<[if> <[endif]-->Proficient in Microsoft Office (Word, PowerPoint, Excel, Outlook)

<[if>o <[endif]-->Expert in Excel

<[if>o <[endif]-->Experience using APIs to pull data into Excel a plus

<[if> <[endif]-->Strong written and verbal communication skills. English required; other language(s) preferred

<[if> <[endif]-->Familiarity administrating different systems, such as CRM, helpdesk, etc.

<[if>o <[endif]-->Experience in Microsoft Dynamics or Sales Force preferred

<[if>o <[endif]-->Experience in ServiceNow or Fresh Service preferred

<[if> <[endif]-->Good analytical skills

<[if> <[endif]-->Awareness of Oil & Gas industry preferred

<[if> <[endif]-->Experience with SOC II and or other compliance models a plus

<[if> <[endif]-->Experience implementing new CRM, Helpdesk, ERP... systems preferred

<[if> <[endif]-->Ability to work on a global team in a virtual environment - the post holder will be required to work as part of a team- both within the location and remotely.

<[if> <[endif]-->Willingness to travel occasionally as required - on an international and domestic basis.

<[if> <[endif]-->Ability to manage a complex workload

<[if> <[endif]-->Previous experience of working in a client facing role and proactively overseeing client relationships

<[if> <[endif]-->Experience working in a global organization and with different cultures is an advantage

<[if> <[endif]-->Ability to develop relationships with stakeholders at all levels

<[if> <[endif]-->Flexible with the ability to prioritize and reprioritize due to conflicting demands

<[if> <[endif]-->High level of self-motivation and initiative

<[if> <[endif]-->Professional attitude and projection of professional company image







We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.