Role Overview
Safeguard Global is currently seeking a Service Desk Analyst to be part of an existing global team providing desk-side and remote support to Safeguard Global staff. You will primarily deal with users located in the Mexico and US office but may be required to assist your teammates globally.
Key Responsibilities
- Provide assistance and support to distributed and local end users to maintain a secure and productive working environment.
- Able to support and troubleshoot Microsoft Windows operating systems 8,10,11 and Microsoft Office 365 (Teams and Outlook) along with any other authorized desktop applications.
- Complete work of assigned support tickets in accordance to defined SLA requirements.
- Perform routine management and maintenance tasks of Windows Server 2016 / 2019 in accordance with monthly checklists.
- Deploy, upgrade and support for company defined peripheral devices.
- Perform general preventative maintenance on relevant IT equipment as required.
- Performs remedial repairs on computers, laptops, printers and any other authorized
peripheral equipment.
- Familiarize end users on basic software, hardware, and peripheral device operation.
- Work with other IT team members including the server and networking teams as required.
- Take ownership and responsibility of queries, issues and problems assigned.
- Document, track and monitor problems to ensure a timely resolution.
- Manage and monitor internal assets to ensure accurate inventory records.
- Manage the procurement of IT equipment as required.
Skills and Experience
Required
- A technically well-rounded IT Engineer with strong experience of Microsoft Windows operating systems and Microsoft Office 365 (Teams and Outlook)
- Experience of general Windows Server management tasks including patch management and deployment to Server 2016 / 2019.
- Proven experience in the operation and troubleshooting of PC and Laptop hardware, diagnosis and parts replacement, software installation and updating.
- Good English communication skills.
- Adaptable to changing priorities and new information.
- Multi-task and remain clearly focused on several tasks at once.
- Strong attention to detail and the willingness to ensure tasks carried out to a high standard no matter workload.
- Naturally customer service oriented.
- A willingness to learn and adapt to new procedures.
- A team player looking to join an environment where everyone is expected to ‘pull their weight’. Keen and quick to learn from the more experienced within the team and happy and fully willing to educate those less knowledgeable.
Key Behavior’s
Thinking Things Through
- Problem Solving: Getting to the root cause of problems and coming up with practical, commercial solutions.
- Business & Customer Focus: Works consistently in the best interests of customers and the business.
Delivering Results
- Taking responsibility for results: Making things happen, going the extra mile to drive performance and standards. Proactively intervenes to maintain the integrity of information security practices.
Engaging Others
- Skillful Communication: Communicating information clearly, openly, and persuasively.
- Relationship Building: Building positive relationships with colleagues and customers through respect, listening and teamwork.
Adapting to Change
- Flexibility: Updating skills and knowledge by assessing industry best practice, creating, and maintaining relationships with colleagues, suppliers, and partners, and responding positively to change.
- Resilience: Demonstrating calmness, confidence, and perseverance in demanding situations.
At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.
