IT Service Desk 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 medium level 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 more advanced technical knowledge of the TD SYNNEX environment and applications.

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. (50%)
• Resolves the majority of incidents and service requests using existing knowledge base documentation and tools. (35%)
• 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. (15%)
  
  

Knowledge, Skills and Experience:

• 1 to 3 Years of relevant work experience.
• Able to speak and read Mandarin (Mandatory)
• 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.
• 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 intermediate level.
  
  

Key Skills

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 Tec D, a TD SYNNEX Company, 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!

We are an equal opportunity employer and committed to building a diverse team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment based on merit, without regard to race, colour, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law. To support our diversity and inclusion efforts, we may ask for voluntary gender disclosure information. This data will be used solely to improve our hiring practices and ensure fair treatment for all candidates.