Job details

Service desk Technician II

Overview:

You:

Apptio is currently looking for a Service Desk Analyst, Level 2, with a passion for customer service and experience in all aspects of end-user support, including:

IT Service Desk triage and troubleshooting
Working with a Global Team in a follow-the-sun support model

The ideal candidate possesses a blend of tactical hands-on capability, a responsive customer attitude, experience with Windows and Mac, exceptional multi-tasking capabilities, and strong verbal and written communication skills.

Us:

The IT Service Desk team is a small but growing group with a global footprint in a fast-paced and dynamic Technology Business Management organization. The Service Desk focuses on all areas of Corporate IT operations service delivery, tightly integrated with all areas of IT and the wider organization to deliver first-class support services.

Responsibilities:

What we want you to do:

Provide an incredible end-user experience by responding to and resolving first-level incidents and service requests within all levels of the organization (Execs to ICs) and across the world for all Apptio core technologies, including:

Ability to easily troubleshoot and resolve Windows and Mac-related hardware, software, operating system, email, printing, and network issues
Microsoft Active Directory administration (basic)

Support interactions generated by phone, email, service portal, chat, and walk-ups

Experience with Microsoft Office 365 suite, including installed office apps, Outlook Web Access (OWA), and Azure Active Directory
Network LAN, WAN, and VPN connectivity
Unified communication and instant messaging products
Familiarity with laptop Configuration Management platforms
Ensuring proper hygiene in all incidents and service requests
Experience with Service Now is a nice-to-have

Escalate issues to appropriate resolver groups or vendors, as required.
Work efficiently and effectively in a fast-paced environment with deadlines
Create and maintain Knowledge Base articles (KBs) and utilize them to resolve end-user incidents and service requests
Correlate recurring issues present in similar incidents and identify potential problems

Qualifications:

Required Personal Skills:

Excellent verbal and written communication skills in both English and native language
Ability to work independently and as part of a team
Reliability, punctuality, personability, and a customer-focused approach
Ability to deal with the user issues via phone, email, service portal, chat, and walk-ups
Solid writing skills to document work completed and create/maintain IT documentation
Energetic, able to switch gears quickly from job-to-job / task-to-task
Desire to learn independently and on the job.

Basic Qualifications:

1+ years supporting Corporate, Remote and Executive level personnel
1+ years supporting Windows 10/11 devices Windows domain
1+ years managing Active Directory Users and Computers
Basic understanding of MacOS in an enterprise environment

Preferred Qualifications:

Knowledge of ITIL v3 or ITIL 4
Familiarity with major incident and problem management

By Apptio

Apptio is the independent software-as-a-service leader in technology business management (TBM), a new category and discipline backed by global IT leaders that helps you understand the cost, quality, and value of the services you provide.

6 jobs

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INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Bellevue, WA

DATE POSTED

July 25, 2023