Help Desk Analyst

Job Summary

This role is the primary interface for in-depth troubleshooting for all IT Vendor related issues in support of or escalating work to other groups. Serves as the liaison with all stakeholders, maintains regular communication with all internal and client stakeholders and global support Vendors. Serves as Tier 3 support for related issues. Responsible for working with end users (employees or subcontractors) to triage, escalate and track through to resolution, IT related issues or requests.

Job Responsibilities

• Maintains overall responsibility for driving and delivering Service Desk performance metrics and enterprise efficiency
• We have a Tier 1 support vendor who is the first point of contact for all staff IT issues. Any issues not resolved by this vendor or other support vendors will fall to this role for support or proper routing.
• Serves as liaison with all stakeholders, maintains regular communication with all internal and client stakeholders
• Liaises with all associated IT support Vendors globally
• Ensures all helpdesk SLAs are met or exceeded
• Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of end-user software, hardware, and network
• Performs incident resolution with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the most complex problems
• Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements
• Provides user support issues and escalates systematic issues.
• Provides expert and third tier technical support for the installation and repair of complex systems and outages
• Provides global communications for outages and coordination for maintenance updates
• Monitoring team performance and developing feedback reports for management
• Makes recommendations to improve operational efficiency
• Computational device purchasing and Asset management/Inventory control managed through existing tools.

Job Qualifications

• Bachelor’s degree required
• 6-8 Years of IT System trouble shooting experience
• Minimum of 3 years of direct Helpdesk Experience
• Excellent verbal, interpersonal, customer service and written communication
• Excellent customer service and motivational skills
• Experience in the process of maintaining and improving quality of helpdesk function
• Extensive experience supporting Microsoft based platforms (Windows 10, Microsoft 365, Office Suite, Azure Active Directory, Intune, autopilot) 
• Extensive experience with Dell Hardware and related management enterprise support tools
• Proficient in Remote Desktop services and Active Directory management
• Significant experience in understanding VPN and LAN/WAN network troubleshooting
• Understanding of internet security and data privacy principles and policies
• Experience in preparing and updating instruction manuals and Standard Operating Procedures (SOPs)
• ServiceNow expertise

This position is remote due to Covid-19, but you will be based in any of our WRI offices worldwide once restrictions have lifted.

How to Apply: Please submit a resume with cover letter. Applicants must apply through the WRI Careers portal to be considered. 

WRI Overview 

World Resources Institute (WRI) is an independent, nonprofit global research organization that turns big ideas into action at the nexus of environment, economic opportunity and human well-being. We are working to address seven critical challenges that the world must overcome this decade in order to secure a sustainable future for people and the planet: climate change, energy, food, forests, water, sustainable cities, and the ocean. 

We are passionate. We value our diversity of interests, skills and backgrounds. We have a flexible work environment. And we share a common goal to catalyze change that will improve the lives of people. Our shared ideals are at the core of our approach. They include: integrity, innovation, urgency, independence and respect. 

The foundation of our work is delivering high-quality research, data, maps and analysis to solve the world’s greatest environment and international development challenges, and improve people’s lives. We work with leaders in government, business and civil society to drive ambitious action and create change on the ground. Equally important, we bring together partners to develop breakthrough ideas and scale-up solutions for far-reaching, enduring impact.  

We have been growing rapidly: our staff has doubled in size over the past 5 years and our operating budget is now $150 million. Founded in 1982, WRI has a global staff of 1,000+ people with work spanning 60 countries. We have offices in Africa, Brazil, China, Europe, India, Indonesia, Mexico and the United States as well as a growing presence in other countries and regions.   

WRI is committed to advancing gender and social equity for human well-being in our mission and applies this principle to our organizational and programmatic practices.