Service Desk Analyst 2
Intuit
Service Desk Analyst 2
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
We welcome you to join the "IT Workforce Care Team" as a "Service Desk Analyst" and become a part of our esteemed organization. The Workforce Care team prides itself on providing unparalleled IT support to the Intuit workforce.
As a Service Desk Analyst, you will provide technical assistance to users of the organization, responding to their inquiries, evaluating and resolving issues related to IT equipment and applications. Your work will involve providing technical care to all aspects of the information systems unit, including system hardware, operating systems, applications, and networks.
You will work closely with the organization's IT department, providing assistance on work that may be beyond the scope of your expertise. As a Service Desk Analyst, you will serve as a single point of contact for any system-related issues and provide support relating to common incidents.
Your role as a Service Desk Analyst is critical in ensuring smooth business operations by resolving any technical issues swiftly and serving as the primary support channel for the organization's IT systems.
Responsibilities
· Clear and professional verbal and written communication to customers and management. · Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and fulfilling customer requests, complaints and issues. |
Qualifications
- B.E. in Computer Science or equivalent
- 4+ years previous IT Service Desk / onsite support experience required.
- IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, MCSE, CompTIA A+, Mac and Windows Operating system)
- Advanced knowledge and hands-on troubleshooting of Windows and MAC Operating Systems, iOS and Android
- Strong understanding of Active Directory, O365, DNS, DHCP, DFS File Server, Managed Print Services, basic networking.
- Experience with ITSM Tool - Incident, Request, Reporting, Knowledge Base, CMDB
- Basic knowledge of Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.
- Experience Troubleshooting AV systems such as Poly, providing AV support to small and mid sized events. .
- Collaboration services (BOX, LumApps, Sharepoint, OneDrive, Google Drive, etc)
- Analytics Tool ie. Tableau, Power BI, Qlik, Excel, Python desirable
- Excellent communication skills and telephone manner
- Ability to work independently and as part of a team
- Customer-focused with a commitment to providing high-quality support.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: