IT Service Desk Analyst

About the Role

As an IT Service Desk Analyst you will be responsible for providing first-level IT support and services to internal teams, external business partners, and customers. Your role will involve effective communication and collaboration with IT and back-office support teams, ensuring that service level agreements (SLAs) for IT problem resolution and request fulfillment are met.You will handle technical troubleshooting, escalate issues as needed, and contribute to improving IT processes and customer service.

What You'll Do

• Support to troubleshoot and resolve IT and other customer related problems, maintaining excellent customer service levels.

• Support the Service Desk for major incidents and other type of incidents and requests.

• Assists team in meeting individual, team and organizational service level agreements and customer satisfaction.  Primary role to meet this goal is to ensure that incidents and service requests are managed in a timely fashion.

• Participates in training to continually increase technical, customer service and interpersonal skills needed to meet service requirements and enhance customer satisfaction.  Continually strives to learn and share knowledge.

• Contribute ideas and implement to improve IT processes/services.

What We're Looking For:

• Proficiency in English, both written and verbal - Required

• 2+ years of experience in Customer Service field - Required.

• 1+ years of experience in IT field - Preferred

• Basic Microsoft Office 365 knowledge.

• A positive, growth-oriented attitude that fosters collaboration and success among teams, coworkers, and customers.

• An associate degree in IT, Computer Science, or a related field - Preferred

• Relevant certifications or education in IT fields are a plus.

• Ability to follow instructions and ask for clarification when needed.

• Strong attention to detail and data entry skills.

• Ability to perform basic mathematical calculations and problem-solving.

• Clear and effective communication skills, both verbal and written.

• Ability to work well with diverse teams and collaborate with management.

  Strong organizational skills with the ability to manage workload under pressure.

• Sensitivity to the needs and concerns of others, fostering an inclusive work environment.

• Ability to quickly learn new systems and technology.

Working Conditions

• Hybrid work model with a professional office environment.

• Flexibility in work hours may be required to meet business needs.

Key Skills

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!