Service Desk Analyst Ii

Overview:
**Recruiter -** Lorena Padilla

**Position reports to**: Ervina G. Scales

**Work schedule**: Hybrid, going to the office in GDL for 3 days.

STATEMENT:
The Service Desk Analyst II is responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness

DETAILED RESPONSIBILITIES/DUTIES:
Level II
- Provides service desk support to all Herbalife Nutrition employees
- Provides 1st and 2nd level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Monitors tickets assigned to the queue and process first-in first-out based on priority and redirect issues to correct resource
- Applies business/technical support concepts to perform Tier 1 and 2 technical support and escalate issues requiring upper 2nd or 3rd level support
- Utilizes and maintains the service management tracking software
- Manages follow-ups and hand-offs on behalf of the user
- Provides technical support, including deploying, configuring and desktop PC's, laptops, peripherals, mobile devices, and software; troubleshooting & resolving hardware, software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved
- Installs, modifies, and repairs computer hardware and software

Job Qualifications:
Skills Required:

- Good communication skills
- Experience working with ServiceNow - Strong documentation skills (e.g., for ticket escalation)
- Strong problem solving / troubleshooting skills
- Solid understanding of IT concepts/practices and comprehensive knowledge of personal computers
- Familiarity with remote tool, Windows based enterprise environment
- Solid understanding of ITIL and Service Management Principles
- Experience working with Active Directory
- Experience working with Genesys Cloud and/or Avaya

Experience Level II:

- 3+ years experience in Service / Held desk or related field

Education Required:

- Bachelor's in Information Technology or related field preferred. An equivalent combination of experience may be considered in lieu of education.

Principles & Related Competencies:
Ethical
- Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.

Leader
- Meets challenges head on to uphold quality standards, productivity goals, and values; Sets an example, building a culture of trust, transparency, and open communication; Is aligned with organizational direction

Collaborative
- Works cooperatively with others offers and accepts help; Freely shares information as appropriate; Open to and willing to provide feedback; Strong contributor to the team’s results; Celebrates the individual and the team; Ability to clearly communicate.

Looks Beyond Oneself
- (Team Player) Demonstrates humility and willingness to recognize and give credit to others; Works well alongside people of different backgrounds and ideas; Builds good relationships with others; Values Distributors and teammates.

Drives Innovation
- Add value through: Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Listening to and respecting others ideas through collaborating and helping develop those suggestions; Driving ideas forward to implementation.

Delivers Change
- Delivers Change Through: Adapting to different working environments; Responding positively to change including new duties and assignments.