IT SERVICE DESK - Senior Analyst

Job Purpose:

The primary purpose of the role is to provide first level support to TD SYNNEX colleagues, assisting in the creation of all types of incidents and service requests, and resolution of more complex and technical incidents and service requests, ensuring customer satisfaction in all steps of the process. The role will include creating new incidents and service requests, gathering additional data from the requestor, performing all levels of troubleshooting and resolution. Where necessary the analyst will escalate incidents and requests to other levels within the Service Desk or to other teams in IT. This level requires the most advanced technical knowledge of the TD SYNNEX environment and applications. The analyst will also lead improvement initiatives within the service desk, play a role (not leading) in major incidents, will have higher troubleshooting and root cause analysis skills and experience. This level will be expected to mentor entry level associate service desk analysts and assist the Service Desk Team Leader in running the team.

Responsibilities:

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. Resolves the majority incidents and service requests using existing knowledge base documentation and tools. (60%)
Leads improvement initiatives and assists the team leader in running the service desk team. (20%)
Mentors more junior Service Desk analysts (10%)
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. (10%)

Knowledge, Skills and Experience:

3 to 5 Years of relevant work experience.
Bachelor's Degree with IT or technically related field of study required.
Other Education / Certifications: • Degree in Computer Science or other applicable IT areas
ITIL Foundation
Basic Microsoft O365 knowledge
CompTIA A+
Able to execute instructions and to request clarification when needed.
Possesses basic clerical and data entry skills.
Able to perform basic mathematical calculations.
Able to recognize and attend to important details with accuracy and efficiency.
Able to communicate clearly and convey necessary information.
Able to converse and write effectively in English and/or any other regional language.
Able to interact effectively with all levels of management.
Possesses strong multi-cultural interpersonal skills.
Possesses strong organizational and time management skills, driving tasks to completion.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
Able to work independently with minimum supervision.
Able to maintain confidentiality of sensitive information
Able to build solid, effective working relationships with others.
Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
Able to quickly learn new systems and technology.
Able to use relevant computer system applications at an advanced level.

Key Skills

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

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!