Senior IT Service Desk Analyst

Job DescriptionDo you want to be a key team player with the fastest growing currency supplier in the world? We are looking to add a

Sr. Service Desk Analyst

in our Alpharetta, GA location. This position is a Senior member of the Global IT Service Desk Team providing level 1 & 2 IT phone support to all associates. The role will have an impact on all associates by enabling the talent through the provisioning and support of IT Services.

Some responsibilities include:

Develops End User facing knowledge base articles in support of a Self-Service portal.Drives the adoption of an End User Self-Service Portal.Participates in lean management program activities to document, maintain and improve IT standard work processes and procedures to enable consistent global standards and continuous improvement.Creates and manages all IT incidents and request utilizing the IT ticketing systemSupport for onboard & offboard activities, including provisioning and deprovisioning of user accountsSoftware deploymentProvides phone support to all associates to ensure effective and efficient incident response and escalation.Remotely troubleshoots end user inquires including but not limited to hardware, software and telecommunication issues.Participates in assigned audit tasks to maintain a secure and compliant environment.Participates in Asset Management efforts of IT equipment and software licensing.Participates in an on-call rotation.Promotes and educates end users on available technologiesManage tickets to established SLA and KPI'sDetermine the correct level of urgency and impact for each incident or requestProvide regular communicaiton and escalation of issues to IT leadershipQualifications:

Associates Degree or International Advanced Diploma in Computer Science, Computer Engineering, or MIS. Bachelor's degree preferred. Five years of relevant work experience with HS Diploma will be considered in lieu of a Degree5+ years experience working in a Customer Service facing role providing IT helpdesk, service desk or desktop support services.5+ years experience providing IT remote support for Windows based clients in an enterprise environmentAbility to work flexible hours, 6am - 3pm or 9am - 6pm, or a combination of bothExcellent oral and written communicationGood technical skills with a focus on exceeding customer expectations and improving the customer experienceAbility to clearly communicate technical issues to non-technical people in a friendly and positive mannerAbility to work under pressure, remain calm and defuse situationsExperience providing IT phone supportExperience working with remote control support toolsAbility to follow standard work instructionsGood analytical and troubleshooting skills to quickly diagnose technical issuesWorking knowledge of Windows operating systems and client connectivityExperience creating and managing user accounts in Windows Active Directory and Microsoft ExchangeExperience with file and folder permissionsGood understanding of client computer and server network connectivityAbility to ensure quick and accurate entry of service request details.Desired:

Relevant technical certifications from companies such as Microsoft or CompTIA is a plusUnderstanding of ITIL, certification is a plus