Senior IT Service Desk Analyst

You Belong Here…Wherever in the World you find yourself.

We celebrate our wins as one team of many great people!

With a vision for a connected world, Inchcape relies upon the expertise, diversity, and global network of our over 3,000 professionals, spread across 60 plus countries and in over 240 offices to help our partners connect to a smoother, smarter ocean.

We empower our people, and our values are at the center of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these :

Global Perspective – we connect the world and see the bigger picture.

The Power of People – we rely on the strength of local agent knowledge and relationships.

Progress – we adopt new thinking and push for positive change in our industry.

We know what matters. We never stand still. We always reach for more.

#WeAreInchcape

Business Need / Purpose of Role :

The Senior IT Service Desk Analyst reporting to the Regional IT Manager - Americas is responsible for providing first and second point of contact for all Tier I level support and to troubleshoot Tiers II and III level of support for internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex whilst providing excellent customer service and prompt resolution of problems. Additionally supports the Inchcape Shipping Services (ISS) network and systems ensuring disruptions are minimized, and leading projects when applicable.

Objectives & Measurement – Key Responsibilities

• Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner.
• Using various productivity tools and a disciplined approach to problem / fault diagnosis, help create a first-class support response environment such that customer needs are met, and their own productivity is enhanced.
• Receives customer queries via telephone, ITSM, and email, suitably categorize and log within service desk system.
• Provides Regional Service Desk / Helpdesk administrator functions to resolve Tier I and where appropriate Tier II service calls, ensuring closure and keeping the customer abreast of progress throughout.
• Where necessary escalate to the appropriate authority, ensuring closure, and keeping the customer abreast of progress throughout.
• Ensures hardware standards are met according to SOP (Standard Operation Procedure)
• Meets all Service Level Agreement (SLA) targets, taking proactive action where improvements can be made.
• Maintains process and procedure documentation.
• Manages assets / inventory in our service desk system, Active Directory, and Intune.
• Physically setup workstations for local office staff and collect and store equipment when not in use.
• Flexibility to participate in departmental 24x7 rotating after-hours support rotation.
• Be an active team member supporting the Americas region, while providing local and remote customer service.
• Responsible for creating documentation, and SOP.
• Working together with other team members to maintain the IT inventory accurate across the regions.
• Responsible to deal directly with local vendors to work in quotations based on Inchcape standards.
• Management of contracts directly with local vendors.
• Leading projects like new offices, network replacement hardware, and others.
• Licenses management, to ensure that we are using only what’s necessary.
• Follow up and revision of the ticket queue to ensure that our customers are receiving the proper feedback, and tickets aren’t breaching the SLA.

Knowledge, Skills, And Abilities

Education, Qualifications, Certifications, And Licenses

Education / Experience :

Why Inchcape Shipping Services?

We believe in building a diverse and high performing workforce, that works together to provide our partners with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realize the value of the diversity of our people and know that their unique experiences, skills, and passions – strengthens the organization, stimulates creativity, and promotes the exchange of ideas – helping you to build a rich and rewarding career.

What you’ll get :

We understand that different families have different needs, which is why we’re always evolving our benefits to accommodate our employees.

In addition to our traditional benefits and perks, we sponsor various events throughout the year. And we provide a culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, Inchcape has enabled our employees to find a balance that feels fulfilling and productive for each individual situation.

We have you covered for anything life could throw your way.

Deciding where you want to work is an important decision. Choosing a company that support your professional and personal goals is essential. Inchcape provides the resources, culture, and leadership you need to be successful, to build something you’re proud of, and take advantage of all the future holds.

Follow us on LinkedIn, Facebook, Instagram, and X to meet our employees and see what makes us who we are.

Who you are is who we are.

Inchcape is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Inchcape encourages applicants of all ages. As part of this commitment, Inchcape will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email HR.NAM@recruiting@iss-shipping.com describing the accommodation.

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