Service Desk Analyst - Corp ASG

Company: SHI International Corp.
Location: Franklin
Posted on: May 5, 2021

Job Description:

Job Summary

SHI has an exciting opportunity available on our IT Cloud Service Desk Operations Team. This team is responsible for incident and problem management related to the maintenance and support of SHI's Cloud Support customer environment, providing a single view to the organization for Customer technology related incidents. We are looking for someone with excellent customer service/service desk skills, creative troubleshooting techniques, and a good working knowledge of desktop and laptop computer hardware and operating systems, network printers, mobile devices , Microsoft Azure and Office 365 product support. Candidate must also possess a genuine interest in a technical support services career. On-the-job training will be provided but the successful candidate will also be expected to learn quickly through independent study.

About Us

Founded in 1989, SHI International is an $11 billion global provider of IT solutions and services. SHI currently has 5,000 employees worldwide.

To learn more about SHI International Corp, visit our website: www.shi.com/careers

What SHI Can Offer

• World Class Facility includes on site gyms and cafeterias
• Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
• Work in an up-beat, creative, and fun environment
• Benefits including medical, vision, dental, 401K, and flexible spending
  
  Include But Not Limited To
  
  Responsibilities
  
  • Provide first line response for remote customers requiring assistance with information technology issues and problems within SHI's Cloud Support customer portfolio.
  • Respond to requests for technical assistance by phone, email, or using the Service Desk management system.
  • Enter and manage all incidents and problems in the incident management system and act as a liaison between customers and technical escalation teams.
  • Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
  • Troubleshoot software applications such as Azure Active Directory, Cloud PBX/PSTN, Microsoft Office 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows10.
  • Support multiple versions of Windows Operating Systems.
  • Troubleshoot and Support smart phone mobile applications.
  • Provide support for Azure and O365 Cloud account teams.
  • Support projects as assigned by the Service Desk Lead/Supervisor.
    
    Qualifications
    
    • Minimum of 3 to 5 years working in a Service Desk environment - preferably with a global organization.
    • College degree or equivalent knowledge and work experience.
      
      Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
      #Corp
      
      Required Skills
      
      • Excellent communication and troubleshooting skills.
      • Excellent organizational and time management skills.
      • Ability to work both independently and as a member of a team.
      • Initiative to research and resolve problems.
      • Excellent working knowledge of computer systems, hardware, and software.
      • Experience supporting & troubleshooting Azure Active Directory, Office 2016, Office365, mobile Office 365, Outlook/Exchange, Windows 10.
      • Experience with Azure and O365 cloud-based productivity products.
        
        Preferred Skills
        
        • Microsoft: Delve, Intune Device Management, Exchange, Outlook, Power BI, Project Online, SPE, SharePoint, Skype, VoIP and Cloud PBX/PSTN
        • Microsoft MCP/MCITP/MCSA Office 365 certification or equivalent knowledge and experience.
        • Azure certifications
          
          Unique Requirements
          
          • Must be able to work various shifts to support 24 by 7 by 365 operations
          • Must be available to work overtime and holidays.
            
            Additional Information
            
            • FLSA Status: Non-Exempt
              Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
              
              #corp
              
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Keywords: SHI International Corp., Paterson , Service Desk Analyst - Corp ASG, Professions , Franklin, New Jersey