IT Service Desk Analyst

Job description

IT Service Desk Analyst Location: New York: Business Area: Engineering and CTO: Ref #: 10051512 Description & Requirements: The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Specialists, Desktop Technicians and Mobile teams as the primary point of contact for all internal technical requests and incidents. Mission: To deliver excellent employee-centered technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement. What You'll Do: - Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone - Deliver support that prioritizes employee productivity and experience - Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery - Ensure tickets meet ETS quality standards including accurate categorization and clear resolution documentation. - Operate with awareness of service metrics including SLA adherence, CSAT, and First Time Fix. - Actively pa...