Royalty Analyst supporting royalty reporting processes at Peanuts Worldwide. Collaborating with legal and finance teams while ensuring compliance with contractual terms in New York City.
WC
Onsite Global Service Desk Analyst – Tier II
Posted 4 days ago
About the role
- Global Service Desk Analyst Tier II providing remote support to end-users on a variety of issues. Resolving technical problems and escalated incidents from Tier I Analysts.
Responsibilities
- Provide remote support to end-users on a variety of issues
- Resolve technical problems and respond to escalated incidents from Tier I Analysts and technical support from end-users
- Report to the Service Delivery Team Lead
- Assure handling of individual incidents from call-in through resolution, including 1st level security support
- Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone, Email and Chat queues and escalated issues from Tier 1
- 2nd level technical support for internal customers for Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge
- Hardware/Software remote support by using remote control tools such as VPN connectivity and administration
- Support for Network connectivity and Wireless connectivity for telecom, iPhone/iPad connectivity and synchronization for SAP, EDMS, Documentum, and other applications
- Escalate 3rd level support to resolve incidents
- Assist peers with troubleshooting, SD procedures
- Tier 1 NOC Monitoring Tier 2 Application Support
Requirements
- Associate's degree or equivalent experience
- 3+ years' experience in a Service Desk Role
- HDI Helpdesk Professional or ITIL Foundations
- Basic Networking Skills in administration, configuration and troubleshooting
- Experience with Windows OS, IOS and Android OS
- Familiarity in browser technology
- Experience with VOIP systems (telephony)
- Network+ Certification preferred
- A+ preferred.
Benefits
- Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
- Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
- 401(k) with Company Match Contributions to support employees' retirement
- Paid Vacations and Company Holidays
- Opportunities for Flexible Work Arrangements to promote work-life balance
- Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
- Global Recognition and Service Programs to celebrate employee accomplishments and service
- Employee Referral Program
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