Sr. IT Service Desk Analyst

As a Sr. IT Service Desk Analyst at e.l.f. Beauty, you will handle first and second-level support for different operating systems and applications. Your main duties include maintaining a professional attitude while resolving user issues, dispatching service requests, troubleshooting hardware and software, and ensuring the overall success of our IT operations. You'll also document resolutions and continuously improve our knowledge base.

To qualify for the Sr. IT Service Desk Analyst role at e.l.f. Beauty, you need a degree in Information Technology or a technical discipline and at least four years of experience in IT support within a medium to large company. Strong analytical skills, customer service experience, and familiarity with both Windows and MacOS environments are essential.

At e.l.f. Beauty, we believe in nurturing professional growth for our Sr. IT Service Desk Analysts. We provide ongoing training opportunities, access to the latest technology, and encourage continuous learning. You'll be part of a vibrant culture that supports career advancement and skill enhancement.

The work environment for a Sr. IT Service Desk Analyst at e.l.f. Beauty is dynamic and collaborative. We offer a hybrid work model that includes three days in the office and two days working from home, promoting work-life balance while ensuring team interaction and support .

As a Sr. IT Service Desk Analyst, you will work with collaboration tools like Zoom, Box, and Slack, as well as familiarity with MDM tools such as JAMF or Workspace One. You'll also handle Windows OS, MacOS, and Microsoft Office applications, ensuring that you are equipped to support our teams effectively.

When prioritizing requests, first assess the impact and urgency. I focus on critical requests that affect multiple users or urgent issues that could halt business operations. Communication is key; I keep users updated on their request status and ensure that I address high-priority tasks promptly.

Certainly! One time, I had to troubleshoot a network connectivity problem that affected a team’s collaboration. I methodically diagnosed the issues through logs, collaborated with network engineers, and communicated findings to users. Eventually, we restored service quickly and shared solutions to prevent future occurrences.

I believe in using simple, clear language when communicating with non-technical users. I often relate technical details to everyday scenarios and ensure they feel comfortable asking questions. Empathy is vital; making them feel heard and understood goes a long way in building trust.

Documenting issues and resolutions is crucial. I maintain detailed logs of incidents, troubleshooting steps, and outcomes. This not only assists in resolving future incidents but also contributes to our knowledge base, helping the entire team grow.

In stressful situations, I take a second to breathe, then focus on the problem at hand. I prioritize calm communication to reassure users and ensure clarity. Maintaining a methodical approach helps me stay organized and effective even during high-pressure situations.

At my previous job, I identified frequent user issues and proposed a self-service portal to handle common requests. This reduced incoming calls and improved overall efficiency. I regularly solicited feedback from users to enhance processes, which fostered a culture of continuous improvement.

Active listening is my primary technique; it helps to truly understand the user's concerns. I focus on empathy, staying patient, and ensuring I communicate clearly. Following issues up timely is also essential, as it builds relationships and trust with the users.

I subscribe to IT blogs, attend webinars, and participate in online forums. Networking with fellow IT professionals helps me learn about emerging trends and technologies. Continuous learning is part of my routine to ensure I'm equipped to support our users effectively.

I have actively participated in asset management by tracking hardware inventories and ensuring accurate records. By implementing regular audits and updating software licenses, I helped maintain compliance and optimized resource allocation effectively within the IT department.

I have worked with several ticketing systems such as Jira and ServiceNow for tracking service requests. Documentation is managed using Confluence for team collaboration and knowledge sharing. These tools have been instrumental in streamlining IT support processes and ensuring resolution timelines are met.