Position Purpose:
The Senior, Helpdesk Analyst position plays a key role in providing technical support to the Veolia business units. This position acts as a single point of contact for resolution of technical support issues and requests that come in via telephone or chat. This position will interface with all aspects of each business unit at all levels within the organization.
Primary Duties/Responsibilities:
- Responsible for delivering white glove IT support by promptly responding to all Service Requests and Incidents across multiple channels — including telephone, walk-ups, chats, and self-service queue — while providing a personalized, high-touch experience with a target of an 80% first-contact closure rate.
- Troubleshoot and resolve any and all issues related to computer hardware, operating systems, company-approved applications.
- Implement software and hardware updates and upgrades in compliance with the Desktop team.
- Assist in the development and maintenance of Support Center documentation as needed using Confluence and ServiceNow.
- Report any support trends to the IT Operations Manager as they happen.
- Research and testing of new technology (As needed for project work).
- Occasional travel to offsite locations (As needed for projects or emergency situations).
- Laptop and Desktop imaging including local rollouts.
- Troubleshoot / setup iPhones, iPads and Droid devices.