Service Desk Analyst

**What You Will Be Doing**:- Investigate, diagnose, research and where possible, resolve incidents / requests from customers / users, using all available resources (i.e., knowledge base, online resources, etc.), consult with colleagues or coordinate / expedite and redirect tickets to other competent teams.- Update cases and requests in the centralized incident management system. These requests may be, but are not limited to software product installation and configuration, account management in various computing systems, consultancy for customers / users, etc.- Ensure that users who have signaled the issue are kept informed (through the appropriate channels) about the progress made in relation to the evolution and resolution of requests assigned to the team.- Take over calls and create tickets based on requests addressed to the Service Desk team, to find a solution for the issues/incidents, addressing them as soon as possible.- Document major incidents and direct them according to the processes established by the documentation or by the procedures set at the team level.- Work independently or in a team to solve specific problems for which there is no documentation, for which the documentation is obsolete or not yet adapted.- Identify and report to the team if the documentation is incomplete or contains incorrect information.**Wellbeing Means so Much More than Benefits**:**We value our employees' well-being at Steelcase and offer several resources to support their health, work, and personal needs.**- ** Employee Assistance Program**, which provides immediate and confidential help 24/7 for any problem related to health, work, or personal life. Our team of experts is always available to provide support and guidance to you and your family.- We offer **learning platforms**, such as LinkedIn Learning and Steelcase University, to promote continuous professional and personal growth.- ** Discounts and**perks** on car insurance, doctor's appointments, clinical checkups, early stimulation packages for children, and more to help employees achieve a better work-life balance.**Who You Are**:**Required Skills and Competencies**- Bachelor’s degree in Information Technology or related field- Advanced English is a must- At least one year of experience in a similar role- Customer orientation with listening skills. Team player and results oriented.- Interpersonal and communication skills for interaction with internal and external clients.- Availability from 7am - 4pm or 9am -6pm**Desired Skills and Experience**- Ability to provide customer support for products used in the workplace: laptops, computers, printing, scanning, copying equipment, telephones, etc.- Basic Knowledge of Microsoft Office 365- Basic Knowledge of Network Trouble Shooting- Experience with Ticket System, Service Now is preferred**Who We Are**:- Steelcase is a global design and thought leader in the world of work. Along with our expansive community of brands, we design and manufacture innovative furnishings and solutions to help people do their best work in the many places where work happens.**Why People Choose to Work with Us**:At Steelcase, we put people at the center of everything we do. We understand the role of work and believe that it can bring meaning and purpose to the lives of our customers and our employees. We prioritize supporting our employees both in and out of work, in all aspects of their lives. When we bring our talents together, we make a positive lasting impact through our work and communities.**Our Approach to Hybrid Work**:At Steelcase, we have always believed that the office is our best place to work. Our workplace is designed to foster collaboration and engagement, providing employees with a space to do meaningful work that drives results. Levels of flexibility vary by role and team, and employees and their leader need to align on expectations of flexibility.**What Matters to Us**:Steelcase provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements. We are proud to be recognized for our inclusive workforce by the Corporate Equality Index for the past nine years.- If _you’re_ interested in Steelcase, but this _isn’t_ the right time or role, join _our_ _Talent Community_ to be updated on future openings in your area(s) of expertise._LI-Hybrid #LI-RD2