IT Service Desk Analyst II
SGS North America Inc.

Company Description

We are SGS - the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

The IT Service Desk Analyst II serves as a Level 2 escalation point for the SGS Global Service Desk. Under minimal supervision acts as an expert for diagnosis and resolution of advanced technical issues with SGS Standard and Laboratory specific PC hardware, software, or network/communications tools & connectivity. Manages all aspects of regional PC asset lifecycle including deployments, non-standard software installations, resolution of security incidents, and refresh or retirement of aging assets.

• Tracks, monitors, documents, and communicates with end-users for the requests, issues and incidents through completion using ServiceNow
• Completes assigned tasks in support of business-driven projects and initiatives
• Provides 'local onsite' assistance for employee incident resolution where applicable
• Provides 'local onsite' assistance to other IT teams and vendors when required for new system installs, incident troubleshooting & resolution, site surveys, or other IT activities
• Contribute to PC asset lifecycle activities (deployment, maintenance, refresh/retirement)
• Provide statistics and KPI reports to management as requested
• Documents procedures and troubleshooting processes related to SGS standard and Laboratory personal computers
• Trains, coaches, or assists less experienced team members as needed.
• Performs other duties as assigned.

• Bachelor's Degree or equivalent education and experience in Information Technology or related discipline
• 5+ years' experience supporting a multi-faceted business environment
• Experience performing hardware and software troubleshooting and break-fix repair
• Experience in an IT role providing customer service in a multi-site environment

• Information Technology Infrastructure Library (ITIL 4) Certificate (Preferred)

• Excellent verbal and written communication, and interpersonal skills
• Strong customer service orientation
• Verbal and written communication skills
• Strong analytical, reasoning, and problem-solving skills
• Excellent time management skills
• Ability to prioritize daily activities
• Ability to work with minimal supervision in a fast-paced environment

• Knowledge and experience in IT support
• End-user hardware, software, and operating systems (Windows XP, 7, 10)
• Troubleshooting network related issues and protocols
• Mobile device support

• Travels locally up to 5% of the time

• Salary range is between $60,000-$75,000 (depending on experience)