Job Description
Business Need / Purpose of Role
The Senior IT Service Desk Analyst reporting to the Regional IT Manager - Americas is responsible for providing first and second point of contact for all Tier I level support and to troubleshoot Tiers II and III level of support for internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex whilst providing excellent customer service and prompt resolution of problems. Additionally supports the Inchcape Shipping Services (ISS) network and systems ensuring disruptions are minimized, and leading projects when applicable.
Objectives & Measurement – Key Responsibilities
- Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner.
- Using various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first-class support response environment such that customer needs a...
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