Desktop Support Analyst

Job Description

Desktop Support Analyst

The Desktop Support Analyst in the IT Production Services group is responsible for customer support and triage of computer, network and support related problems for SPE. Ensures the effective utilization of information technology, processes, and systems to provide the highest quality of service. Performs analysis and reporting on incident and root-cause technical service issues. Delivers timely and efficient service and maintains high customer satisfaction by attempting to resolve issues on first call. Functions under limited supervision and displays creative, innovative, imaginative problems solving techniques including the development and programming of custom end-user solutions to meet business need. Defines and uses understanding of customer requirements and department processes to deliver and maintain outstanding customer service.

Core Responsibilities

Level 1 & 2 Support:
• Under limited supervision, functions as the customer's second level support for desktop hardware and software.
• Uses personal discretion and independent judgment with knowledge of various desktop operating systems, programming utilities and software components to analyze and resolve desktop/software problems.
• Assist with adding or removing a variety of desktop hardware devices and/or software functionality.
• Acts as a focal point for problem escalations to management as appropriate.
• Provide management with various metrics reports such as network outages and service disruptions

Special Projects:
• Works with the Production Services' user base to define requirements and utilizes the PSTS Service Catalog to provide solutions.
• Work on special projects as necessary, including testing, and deploying/ installing new hardware and software SPE wide.
• Provide training to customers via MS Teams, remote tools, etc. on use of hardware/software and provide recommendations to management for customer service performance improvement.

Incident Management:
• Assisting in managing and prioritizing the ITPS Service – Now Incident queues.
• 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 management.

Assist in other Client Services areas during peak periods staff shortages, incidents backlogs and projects.

Experience, Skills and Knowledge

Experience and Education
• Bachelor's degree or relative certifications preferred
• 3 years employment in the IT industry working in a complex global infrastructure environment.
• 2 years experience with Microsoft Office 365 applications – Outlook, Word, Excel, Teams, etc.

Skills and Knowledge
• Proficient in both Macintosh OSX and Microsoft Windows Operating Systems
• Understanding of Mobile technologies including iOS (iPhone/iPad) and Android devices.
• Has basic Project Management and organization experience to help lead internal ITPS projects.
• Eagerness to learn and implement new skillsets
• Effective customer services skillset to be able to onboard, support and effectively communicate with various PSTS clients.
• Possesses a good working knowledge of all common technical platforms.
• Strong service orientation and focus.
• Have good verbal and written communication skills.
• Working knowledge of continuous process improvement methodologies and customer satisfaction measurement practices.
• Has above-average, creative, intellectual, imaginative and original problem-solving skills and able to implement solutions for moderate to difficult software/hardware problems.
• Demonstrates the ability to be flexible and deal with change both internal and external to the organization.
• Ability to occasionally lift up to 30 lbs.
• Has the ability to work independently under limited supervision to accomplish small tasks that require coordination between multiple departments and people.

* Sony Pictures - CA - Culver City Area & Studios

Jobcode: Reference SBJ-gqqbnz-18-216-32-116-42 in your application.