Service Desk Analyst

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. 

Why join us? 

At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.

Responsibilities:

• Provide day-to-day IT support for the business and act as first point of contact for all IT issues and enquiries on a 24/7, 365-day rotating shift.
• Assist users over telephone, mail, and other channels.
• Resolve incidents and user requests promptly and efficiently.
• Allocate unresolved incidents to other resolving groups.
• Take ownership of incidents, tracking and escalating within the scope to ensure they are resolved within the appropriate SLA (Service Level Agreements)
• Collaborate with team members on problem resolution and changes.
• Use ITSM tools for logging, prioritization, resolution, and escalation of tickets following ITIL processes.
• Maintain IT assets using the CMDB.
• Create and update documentation and knowledge base articles as needed.
• Participate in on-call rotation and respond to emergency incidents as required.
• Monitoring of critical services
   

Qualifications:

• Previous service desk role 1-2 years preferred.
• Microsoft certificates or technical related college course preferred.
• Excellent customer service skills.
• Good working knowledge of MS Windows operating systems.
• Good working knowledge of Microsoft 365 Apps.
• Good working knowledge of IT infrastructure service and user administration activities (new starters and password reset).
• Good understanding of remote access and VPN technologies.
• Experience working with multi-cultural teams in a global organization.
• Preferred foundation level of ITIL frameworks and methodologies.
• Knowledge of IT security and data protection.
• Preparedness to work from the office when required.
• Ability to take ownership and act as a single point of contact for the business.
• Good business understanding and a keen interest in the local needs of each country.
• Fluency in English, with excellent spoken and written communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.

We believe the future is better when supply chains work better. 

This can only be achieved when we prioritize diversity, equity, and inclusion. It’s better for our people, better for our business, and better for the world.  

That’s why at Infios we cultivate and celebrate our colleagues’ experiences and perspectives, whether they look, think, move, believe, or love differently than us.  We are committed to fostering a diverse and inclusive work environment and pride ourselves on being an equal opportunity employer. We encourage people from diverse backgrounds to apply and all qualified applicants will receive equal consideration for employment without regard to gender and identity, age, race, religion, ethnicity, ancestry, sexual orientation or expression, disability, or veteran status.