Position Summary Statement:
The Service Desk Analyst II at Herbalife International plays a meaningful role, offering top-tier technical advice and mentorship to IT users. This opportunity stands out as it merges customer service excellence with technical expertise, striving for flawless incident resolution and outstanding timeliness.
Detailed Responsibilities/Duties:
Level II
- Provides world-class service desk support to all Herbalife Nutrition employees.
- Offers 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, processing them first-in first-out based on priority, and redirects issues to the accurate resource.
- Applies business/technical support concepts to perform Tier 1 and 2 technical support, advancing issues that require upper 2nd or 3rd level support.
- Applies and maintains the service management tracking software.
- Manages follow-ups and hand-offs on behalf of the user to ensure a seamless experience.
- Provides comprehensive technical support, including deploying, configuring, and troubleshooting desktop PCs, laptops, peripherals, mobile devices, and software.
- Installs, modifies, and repairs computer hardware and software.
Skills Required:
- Outstanding communication skills.
- Strong documentation skills for efficiently managing blocking issues.
- Proven problem-solving and troubleshooting abilities.
- Solid understanding of IT concepts and practices with extensive knowledge of personal computers.
- Familiarity with remote tools and a Windows-based enterprise environment.
- Solid understanding of ITIL and Service Management principles.
Qualification and Experience Required:
- Minimum of 3 years' experience in Service / Help desk or a related field.
- Bachelor's or equivalent experience in Information Technology or a related field preferred. An equivalent combination of experience may be considered in lieu of education.
Principles & Related Proficiencies:
- Ethical: Complies strictly with policies and procedures, upholding our values with integrity, honesty, and respect.
- Leader: Meets challenges head-on to uphold quality standards and efficiency goals, setting an example of trust, transparency, and open communication.
- Collaborative: Works cooperatively, freely shares information, and celebrates individual and team achievements. Demonstrates strong teamwork skills.
- Looks Beyond Oneself: Demonstrates humility, values a diverse group of backgrounds and ideas, and builds positive relationships with teammates and distributors.
- Drives Innovation: Proposes creative solutions, respects others' ideas, and drives them forward to implementation.
- Delivers Change: Adapts to different working environments and responds positively to new duties and assignments, inspiring change forward.
