USA - IT Service Desk Analyst
ISS Group Holdings Limited, Houston, Texas, United States, 77246
Overview
You Belong Here…Wherever in the World you find yourself. We celebrate our wins as one team of many greatpeople! 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. The successful candidate will be expected to demonstrate and fully adopt these values: Global Perspective, The Power of People, and Progress. We never stand still. We always reach for more. #WeAreInchcape Location:
Houston, TX (77015) (Hybrid) Work Authorization:
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an Employment Visa at this time.
Business Need / Purpose of Role The 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 Tier II and III level of support for internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex while providing excellent customer service and prompt resolution of problems. Additionally supports the Inchcape Shipping Services (ISS) network and systems ensuring disruptions are minimized, and leads projects when applicable.
Responsibilities
Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner.
Uses productivity tools and a disciplined approach to problem/fault diagnosis to create a first-class support response environment, ensuring customer needs are met and productivity is enhanced.
Receives customer queries via telephone, ITSM, and email; categorizes and logs within the service desk system.
Provides Regional Service Desk / Helpdesk administrator functions to resolve Tier I and, where appropriate, Tier II service calls; ensures closure and keeps the customer informed of progress.
Escalates to the appropriate authority when necessary, ensuring closure and keeping the customer informed.
Ensures hardware standards are met according to SOP (Standard Operating Procedure).
Meets all Service Level Agreement (SLA) targets; takes proactive action to improve where needed.
Maintains process and procedure documentation.
Manages assets/inventory in the service desk system, Active Directory, and Intune.
Physically setups workstations for local office staff and collects/stores equipment when not in use.
Participates in a departmental 24x7 rotating after-hours support rotation.
Supports the Americas region as an active team member, providing local and remote customer service.
Creates documentation and SOPs; collaborates with team to maintain IT inventory accuracy across regions.
Interacts with local vendors for quotations and manages contracts directly with vendors.
Leads projects such as new offices, network replacement hardware, and other initiatives.
Manages licenses to ensure usage aligns with requirements.
Follows up and revises the ticket queue to ensure proper feedback and SLA adherence.
Knowledge, Skills, and Abilities
Ability to translate technical information for non-technical audiences.
Customer advocacy to ensure high-quality and timely experiences.
Ability to work independently with limited supervision, multitask, and exercise initiative within established systems.
Ability to manage multiple high-priority efforts and adapt to changing requirements.
Ability to troubleshoot and repair hardware components for printers, PCs, etc., preferred.
Ability to identify and solve complex problems involving multiple entities.
Proficiency in troubleshooting MS Office applications (Word, Excel, PowerPoint, Outlook) and related tools.
Strong time management and ability to balance multiple projects.
Advanced communication skills (verbal, written, listening) to communicate across the organization.
Bilingual English/Spanish written and verbal communication preferred.
Education, Qualifications, Certifications, and Licenses Education/Experience:
High School diploma or GED required.
Associate’s degree or equivalent in Computer Science or Information Systems preferred.
Five (5) or more years of professional experience in a Tier 1–3 Service Desk or Help Desk role in a global 24x7 environment.
Experience supporting Tier I–II tickets (password resets, onboarding tickets, etc.) in a fast-paced environment.
End-user support for O365 (OneDrive, SharePoint, Windows, Outlook, printer installation, account setups, etc.). Includes Windows 10/11 and MS Office 365.
Experience with Azure AD, Intune, and Active Directory, including group membership changes and OU management.
Experience imaging and deploying laptops; rebuilding computers using provisioning packages.
Experience with a ticketing system (preferably Zoho Service Desk).
Experience with Microsoft 365 Admin Center, Exchange Admin Center, Intune, Hybrid environments, and PowerShell scripting.
Advanced experience with server and network-related issues.
Why Inchcape Shipping Services? We are committed to building a diverse, high-performing workforce and providing exceptional service to our partners. We value the diversity of our people and their experiences as a strength that drives creativity and growth.
What you’ll get We offer evolving benefits to accommodate employees, including traditional benefits and perks, sponsorship of events, learning culture, supportive team, and an inclusive environment.
Generous time off and paid holidays
Two weeks’ vacation on hire, 10 days Personal/Sick time, 12 paid holidays
Paid parental leave
Employee Assistance Program (EAP)
Performance and recognition with merit increases
Career growth and internal promotion opportunities
Compensation begins at $25.00/hour and may include bonuses
Plus, much more
We also support work-life balance with flexible work arrangements.
Inchcape is committed to full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetics, family or parental status, or any other status protected by law. Reasonable accommodations available upon request at HR.NAM@recruiting@iss-shipping.com.
Follow us on LinkedIn, Facebook, Instagram, and X to meet our employees and see what makes us who we are. #LI-JN1
#J-18808-Ljbffr
You Belong Here…Wherever in the World you find yourself. We celebrate our wins as one team of many greatpeople! 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. The successful candidate will be expected to demonstrate and fully adopt these values: Global Perspective, The Power of People, and Progress. We never stand still. We always reach for more. #WeAreInchcape Location:
Houston, TX (77015) (Hybrid) Work Authorization:
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an Employment Visa at this time.
Business Need / Purpose of Role The 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 Tier II and III level of support for internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex while providing excellent customer service and prompt resolution of problems. Additionally supports the Inchcape Shipping Services (ISS) network and systems ensuring disruptions are minimized, and leads projects when applicable.
Responsibilities
Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner.
Uses productivity tools and a disciplined approach to problem/fault diagnosis to create a first-class support response environment, ensuring customer needs are met and productivity is enhanced.
Receives customer queries via telephone, ITSM, and email; categorizes and logs within the service desk system.
Provides Regional Service Desk / Helpdesk administrator functions to resolve Tier I and, where appropriate, Tier II service calls; ensures closure and keeps the customer informed of progress.
Escalates to the appropriate authority when necessary, ensuring closure and keeping the customer informed.
Ensures hardware standards are met according to SOP (Standard Operating Procedure).
Meets all Service Level Agreement (SLA) targets; takes proactive action to improve where needed.
Maintains process and procedure documentation.
Manages assets/inventory in the service desk system, Active Directory, and Intune.
Physically setups workstations for local office staff and collects/stores equipment when not in use.
Participates in a departmental 24x7 rotating after-hours support rotation.
Supports the Americas region as an active team member, providing local and remote customer service.
Creates documentation and SOPs; collaborates with team to maintain IT inventory accuracy across regions.
Interacts with local vendors for quotations and manages contracts directly with vendors.
Leads projects such as new offices, network replacement hardware, and other initiatives.
Manages licenses to ensure usage aligns with requirements.
Follows up and revises the ticket queue to ensure proper feedback and SLA adherence.
Knowledge, Skills, and Abilities
Ability to translate technical information for non-technical audiences.
Customer advocacy to ensure high-quality and timely experiences.
Ability to work independently with limited supervision, multitask, and exercise initiative within established systems.
Ability to manage multiple high-priority efforts and adapt to changing requirements.
Ability to troubleshoot and repair hardware components for printers, PCs, etc., preferred.
Ability to identify and solve complex problems involving multiple entities.
Proficiency in troubleshooting MS Office applications (Word, Excel, PowerPoint, Outlook) and related tools.
Strong time management and ability to balance multiple projects.
Advanced communication skills (verbal, written, listening) to communicate across the organization.
Bilingual English/Spanish written and verbal communication preferred.
Education, Qualifications, Certifications, and Licenses Education/Experience:
High School diploma or GED required.
Associate’s degree or equivalent in Computer Science or Information Systems preferred.
Five (5) or more years of professional experience in a Tier 1–3 Service Desk or Help Desk role in a global 24x7 environment.
Experience supporting Tier I–II tickets (password resets, onboarding tickets, etc.) in a fast-paced environment.
End-user support for O365 (OneDrive, SharePoint, Windows, Outlook, printer installation, account setups, etc.). Includes Windows 10/11 and MS Office 365.
Experience with Azure AD, Intune, and Active Directory, including group membership changes and OU management.
Experience imaging and deploying laptops; rebuilding computers using provisioning packages.
Experience with a ticketing system (preferably Zoho Service Desk).
Experience with Microsoft 365 Admin Center, Exchange Admin Center, Intune, Hybrid environments, and PowerShell scripting.
Advanced experience with server and network-related issues.
Why Inchcape Shipping Services? We are committed to building a diverse, high-performing workforce and providing exceptional service to our partners. We value the diversity of our people and their experiences as a strength that drives creativity and growth.
What you’ll get We offer evolving benefits to accommodate employees, including traditional benefits and perks, sponsorship of events, learning culture, supportive team, and an inclusive environment.
Generous time off and paid holidays
Two weeks’ vacation on hire, 10 days Personal/Sick time, 12 paid holidays
Paid parental leave
Employee Assistance Program (EAP)
Performance and recognition with merit increases
Career growth and internal promotion opportunities
Compensation begins at $25.00/hour and may include bonuses
Plus, much more
We also support work-life balance with flexible work arrangements.
Inchcape is committed to full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetics, family or parental status, or any other status protected by law. Reasonable accommodations available upon request at HR.NAM@recruiting@iss-shipping.com.
Follow us on LinkedIn, Facebook, Instagram, and X to meet our employees and see what makes us who we are. #LI-JN1
#J-18808-Ljbffr