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ITTS Desktop Support Analyst


Position Title: ITTS Desktop Support Analyst

Reports to: Service Delivery Manager

Location: New York, NY

Who are we?

Pernod Ricard USA is the premium spirits and wine company in the U.S. The company's leading spirits and wines include such prestigious brands as ABSOLUT® Vodka, Chivas Regal® Scotch Whisky, The Glenlivet® Single Malt Scotch Whisky, Jameson® Irish Whiskey, Malibu®, Kahlúa® Liqueur, Beefeater® Gin, and Avión™ Tequila; such superior wines as Jacob's Creek® and Brancott Estate®; and such exquisite champagnes and sparkling wines as Perrier-Jouët® Champagne, G.H. Mumm™ Champagne and Mumm Napa® sparkling wines. Learn more about our history, values, strategies and organization by visiting us at http://www.pernod-ricard-usa.com/

Position Summary:

The purpose of this position is to
  • To provide a high quality and responsive desktop support service to all end-users.
  • To manage day to day problems allocated by the helpdesk and maintain ownership until problem resolution.
  • To ensure that the Service Desk staff and clients are kept updated on a regular basis.
  • To perform approved Install, Moves, Add and Changes.
  • To provide local assistance to other locations when requested.
  • To promote and communicate PRA-IT standards and procedures to the local community.
  • To provide representation of the needs of the local business community into the PRA-IT.
  • Key Duties & Responsibilities:

    The ITTS Desktop Support Analyst will work closely with management and clients to ensure problems are understood clearly, that PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.
  • To demonstrate and promote customer service excellence in all client dealings.
  • To show initiative when dealing with service issues and identify and communicate any changes or enhancements, while respecting the organizations promotion of standardization.
  • To escalate issues that may potentially affect the clients and business units in a timely manner.
  • To provide representation of local business needs and variations to the client support technology team in the development and implementation of technical standards.
  • To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with PR North America standards.
  • Provide Tier 2 support in the operation and management of Windows desktops/laptops as well as Apple laptops, iPads & iPhones.
  • Troubleshoot system/application issues of medium-level complexity and escalate issues appropriately
  • Maintain and support all Audio/Visual equipment including video conferencing
  • Work with external vendors to resolve hardware and software issues
  • Configure and deploy equipment for new hires (laptops, desktops, iPads, iPhones)
  • Install hardware and software as needed by the business
  • Maintain asset and configuration management documentation for all devices and end-users
  • Deployment of unattended operating system installations for workstations/desktops/laptops
  • IMAC's - Installs, Move, Add, Changes
  • Work with end-users to develop an understanding of their business requirements
  • Create and maintain knowledgebase solutions
  • Enter all requests and incidents into ticketing system according to ITSS policies
  • Update ticketing system and documentation according to ITSS policies
  • Create and modify support documentation as related to the corporate infrastructure
  • Create and submit status reports
  • Provide "white glove" service to Executive and VIP staff.
  • Key Competencies & KPIs:

    Education:
  • IT related Bachelors Degree preferred or related experience/industry certifications (ITIL/HDI/A+)
  • Ideal Experience/Background:
  • Minimum of 4+ years as a desktop support analyst supporting a minimum of 500 clients
  • Minimum of 4+ years supporting MS Windows OS and Office Suites
  • Minimum of 4+ years supporting Apple devices - iPad, iPhone, MacBook
  • HW and SW training on Desktop / Laptops
  • MCSE, A+, & Apple Certified Mac Technician (ACMT) certifications strongly preferred
  • Experience utilizing RemedyForce ticketing system
  • Experienced in supporting both onsite and remote end users
  • Skills/ Competencies:
  • Strong understanding of networking, infrastructure and client-side architectures, software lifecycle and system design
  • Advanced level troubleshooting skills within the desktop environment
  • Excellent written and verbal communications skills and ability to communicate and work effectively with a variety of customers at all levels of the organization.
  • Strong ability to lead end user facing coaching sessions in a formal group setting.
  • Must be a self-starter with the ability to work independently with minimal guidance and in a collaborative team environment
  • Excellent time management and organizational skills
  • Very strong PC hardware and software troubleshooting skills
  • In depth knowledge of Windows 10 and Microsoft Office 365;
  • In depth knowledge of Apple iOS devices.
  • Superior customer service focus.
  • Able to present technical ideas in professional and user-friendly language.
  • Able to learn and support new applications.
  • Excellent analytical, troubleshooting and problem-solving skills.
  • Strong organizational, project management, multi-tasking and task prioritization skills.
  • Experience in a large corporate multi-domain/multi-site organization
  • Must be able to lift up to 50 pounds.
  • Must be able to maintain consistent & punctual attendance.
  • Performs other duties as necessary.
  • Availability to travel and work at other locations:

    This role will require some overtime to provide support and implement projects in the evenings or weekends. The role will primarily be performed in the NYC office but the candidate must be able to travel to our White Plains, NY office as needed. Minimal travel will be required to other remote offices, conferences, team building events, etc.

    Working at Pernod Ricard

    Working for Pernod Ricard USA means working for the co-leader in the global wines and spirits industry - and having the opportunity to work with great people and great brands in diverse and challenging roles. Our success is the result of the passion and creativity of our people, our exceptional portfolio of leading premium brands, and a shared commitment to our values of entrepreneurship, mutual trust, and a strong sense of ethics. Pernod Ricard USA rewards both individual initiative and a spirit of collaboration and encourages ongoing professional development. Pernod Ricard USA recognizes the importance of continuously building upon our diverse workforce and inclusive culture. We believe in championing an inclusive culture that embraces differences and encourages employees to challenge themselves and their colleagues.

    Company Perks & Benefits

    Agile working environment with remote working capabilities

    Pernod Ricard USA offers competitive compensation, performance bonuses and domestic & international career development opportunities.

    Pernod Ricard USA is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

    Offers will be subject to United States local terms.

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