Service Desk Analyst (NJE)

Job Description:

Purpose of Position

Under direct supervision, this position is responsible for providing expert solutions to technology problems reported by NetJets employees in a 7x24x365 Service Desk environment. The Service Desk Analyst is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems. Also responsible for maintaining a knowledge-based system of common reported problems and resolutions. Provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution. Escalates reports of chronic or unresolved problems to the appropriate team lead or manager.

Tasks and Responsibilities

Provides technical assistance and problem resolution for employees requesting help on IT related issues or questions in a courteous, professional, thorough and concise manner. Demonstrates a commitment to providing superior customer service;
Provides reliable customer focused coverage of the IT department help line during normal business hours and on-call support as necessary to support our global 7x24x365 operation Service "walk-up requests, as well as requests via email, phone, fax and Help Desk tickets;
Creates and maintains user accounts and access privileges for Active Directory, Windows OS and application systems;
Supports the installation, configuration, documentation and ongoing usability of desktop computers, peripheral equipment and voice communication devices; supports software delivery, updates and patching to business users in an effective manner;
Provides support, troubleshooting and repair of mobile and other mobile devices; supports custom applications on mobile devices and manages the escalation process within the IT team as appropriate;
Follows up on their open tickets and confirms successful resolution with the client;
Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
Assists on Service Desk, Wireless and Desktop Support related projects and activities as assigned by management;
Manages customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and IT;
Provides support to Prod Support team and various project tasks as assigned;
Documents and communicates related IT standard policies and procedures as defined by management;
Generates statistical reports for management as requested. Maintains detailed, accurate end-user account information and related distribution lists;
Inbound phone calls and emails during an assigned shift in a 7x24x365 global Service Desk;
Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions;
Creates and maintains user accounts and access privileges for Active Directory and application systems;
Assists on related projects and activities as assigned by management;
Adherence to time and metrics tracking.

Education

Not Specified

Certifications and Licenses

Years of Experience

2-4 years of experience

Core Competencies

Strives for Positive Results

Curiosity

Collaboration

Adaptability

Service-Oriented

Knowledge, Skills, Abilities and Other (KSAOs)

Minimum 2 years information technology experience supporting inbound customer requests;
Minimum 2 years of experience in a fast-paced help desk or customer service environment;
Proficiency with Microsoft operating systems, Microsoft Office, and Microsoft desktop applications;
Proficiency in mobile device management solutions in environment of 1000+ devices;
Familiarity with Active Directory and Microsoft Outlook Exchange environments;
In depth familiarity with various telecommunications devices;
Excellent listening, questioning, and customer service skills;
Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned;
Ability to maintain composure, tact and effectiveness under stressful conditions;
Ability to organize information, efficiently manage time and balance multiple priorities;
Ability to think logically and build on knowledge acquired;
Detail orientation, organization skills and problem solving;
Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

Job Ident #: 15684-en_US

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/

Beginning as the first private jet charter and management company, NetJets has led the industry for 57 years. In 1986, they debuted the revolutionary concept of shared ownership. This allows individuals and companies to buy a share of a private business...

Benefits:
As the worldwide leader in private aviation, NetJets strives to create exceptional experiences—that includes the benefits we offer our teams.

Employees have free coverage for Medical, Dental, and Vision benefits, with access to a vast network of nationwide providers. NetJets strives to LIVEWELL and that means taking care of all aspects of your Mind, Body, and Life through our benefit and discount programs.

Our comprehensive suite of benefits include:
Medical, Dental, and Vision
Healthcare advocacy
Employee Assistance Program
Flexible Spending Accounts
Health Savings Account with employer contribution
Wellness Programs
Paid Time Off
Life and Accident Insurance
Voluntary benefits
Generous 401(k) Retirement Plan company match
Short-Term Disability
Long-Term Disability
Legal Plan
Family support resources
A career at NetJets is the whole (benefits) package.

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Job Info

Location

Paco de Arcos, Oeiras, Portugal

Type

Permanent

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/