IT Service Desk Analyst I

Applies technical knowledge to assist internal users with device issues, applications/services issues and addressing any user inquiries.

Coordinates investigations to resolve internal IT issues ranging from application(s)/services(s) and end user device related issues. Conducts research to understand, explain and resolve incidents. Communicates updates to users that have been or may be affected by an incident. Assists with onboarding new users into their device(s). Ensures response times are quick and effective to appropriately resolve requests. Routes any escalations, or incidents that fall outside of Tier I scope of work. Collaborate with team members on addressing trending issues, knowledge gaps and incidents that might require a more knowledgeable person to find a solution to the issue at hand. Work on specific project assignments that are delegated from management.

Performs work under direct supervision. Handles basic issues and problems and refers more complex issues to higher-level staff. Typically requires a bachelor's degree and 2 years of experience.

Reports to Service Desk Manager (and indirectly to Supervisor)

Competencies: Troubleshooting skills, good at collaborating with others in a team-oriented environment. Efficient on oral and written communication. Ability to identify and seek needed information/research skills. Technical expertise on Windows, Mac and iOS systems and devices. Ability to adapt to frequent changes to existing processes, systems and way of working (WoW).

Job Description

The IT Service Desk Analyst is part of a global team which offers technical support services with exceptional customer experience to World Kinect employees worldwide. In this role you will be part of a team that focuses on all employee IT needs ranging from computer and software support, installations, configurations, and the sites technical equipment ranging from video conferencing, printers, scanners, screens, telephones, mobile devices (tablets and phones), and other peripherals. The team seeks to ensure all its customers (employees) are provided with high levels of customer service and strives for the best user experience.

What You'll Do:

The expected length of relevant experience beyond formal education is 2 or more years. The main responsibilities of the position include:

• End user device support and administration (Windows, Mac's, iOS, phones/tablets) across several regions around the world.
• Engages user support via various customer queues that range from calls, chats and ticket platforms. Manages ticket assignments with comments and status updates.
• Provide white glove service support for executive members of the organization and their assistants.
• Provide onsite customer support via Miami Tech-bar that can range to several IT systems (conference rooms, end user computer systems, screens/monitors, telephones, printers, etc..)
• Provide exceptional employee onboarding experience through the delivery and readiness of all computer equipment, software, and login accounts.
• Route, triage and escalate incidents or user requests that fall outside of level 1 scope of work.
• Creates and maintains knowledge articles for potential self-service opportunities that ranges from how to's, known errors user guides across various enterprise applications/services.
• Collaborate with team members on knowledge gaps, trends and/or any assigned tasks that require Tier II support.

What You'll Need:

• Two+ years of experience delivering IT services in similar role
• Associate or bachelor's degree in information technology (IT), or related discipline (significant work experience may be considered in lieu of degree)
• Excellent written documentation skills are required
• Strong communication and customer service skills are required.
• Well-versed with diagnostic and problem resolution using ITIL framework.
• Competent in computer systems and operating systems (Windows 10, Mac OS, iOS, etc...)
• Fluent in Active Directory, Azure (Entra ID) and Office 365.
• Some experience with Zoom, BOX and ticketing systems are preferred.
• General scripting and automation capabilities to support tasks in a large environment with minimal effort would be beneficial.
• Flexibility to work different range of shifts that will include weekends and/or holiday if needed.

Signs That You're a Strong Candidate:

• Highly organized and handles multiple requests without requiring follow ups.
• Highly creative and innovative technologist that thrives in a team environment.
• Seeks to solve problems with a focus in providing exceptional user experience.
• You can communicate effectively across all levels of the organization, especially the with the executive team.
• You can organize and maintain your own training notes/documentation.
• You focus on the overall excellent customer experience rather than only on technology.
• You inspire confidence, motivation, and creativity in a team environment.
• You show caring and understanding.
• You seek out clarification and embrace the unknown without needing direction.
• You take responsibility and accountability.
• You handle critical/important incidents and tasks with a sense of urgency.
• You seek and utilize feedback positively.
• You adapt well to change.