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Desktop Analyst, IT Help Desk
Sony Pictures
Culver City, CA, United States
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Desktop Analyst, IT Help Desk
The Sony Pictures IT Help Desk is searching for a Desktop Analyst who will be responsible for second level (telephone and on-site field) technical support and assistance for all SPE clients. Ensures the effective use of information technology, processes and systems to provide the highest quality of service to customers. Delivers timely and efficient service and maintains high customer satisfaction by attempting to resolve issues and requests.
Core Responsibilities:
• 75% Under limited supervision, functions as the customer’s second level support for hardware and software requests; Uses personal discretion and independent judgment with knowledge of various computer operating systems and software components to analyze and resolve software problems. Assist with adding or removing a variety of hardware devices and/or software functionality. Solve as many issues on first contact to meet Service Level Agreement standards (customer service metrics). Triage to next level or group as appropriate
• 10% Enter resolution information regarding hardware and/or software issues into call management/ problem tracking system; Follow up with customers to ensure that resolution is satisfactory. Monitor progress on open tickets in the system, and escalate any unresolved issues to senior team member/management.
• 10% Provides assistance on special projects as necessary, including the design, development, documentation, analysis, creation and testing or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications and provide training to customers via telephone of functionality of such hardware/software.
• 5% Assist in other Client Services areas during peak periods staff shortages, incidents backlogs, and projects.
4+ years’ experience
Knowledge of:
• Possesses working knowledge of most of the technical platforms.
• Strong service orientation and focus.
• ITIL Foundation v3
• Has a good verbal and written communication skill.
• Working knowledge of continuous process improvement methodologies and customer satisfaction measurement practices.
• Has good to above average problem solving skills and able to implement solutions for moderate to difficult problems.
• Demonstrates the ability to be flexible and deal with change both internal and external to the organization.
• Proficient in Microsoft Office products
*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.
• Sony Pictures - CA - Culver City Area & Studios