IT Analyst I

Job description

JOB SUMMARY: - The IT Field Services (ITFS) global team is responsible for ensuring Neovia’s technical infrastructure is continuously available and reliable for the business across 130+ global facilities. Collaborates with end users, business and IT teams to ensure proper system performance and availability. Performs diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities. Primary responsibility for the continuous support of the facilities in their assigned geographic area. Seeks clarification on non-routine and complex matters. - This global team is in the Americas, UK/EAME and the Asia Pacific/APAC. JOB RESPONSIBILITIES: - Delivers a range of enterprise hands-on and remote end point support services and escalations to Neovia clients at all assigned facilities. - Performs ticket management responsibilities: records, tracks, and documents incidents and requests within the ticketing tool - Responds to service, product, technical, and customer relations questions in a timely manner, and escalates issues accordingly. - Maintains asset inventory of all endpoints, software, and software licenses. - Cooperates...