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Global Support Analyst

Job Title
Global Support Analyst
Job ID
Dearborn,  MI 48126
Other Location

Support Services is the first point of contact between our business users and the IT department services.  We are looking for an enthusiastic and creative individual based in Detroit who can help our users find the right solution for their day to day technical needs and requirements.

You’ll be a proactive self-starter, able to work on your own as well as part of a wider global team, answering the service desk and phone requests and helping any users that require any IT assistance or training. Working accordingly to established SLA deadlines, you’ll be responsible for investigating end user issues and resolving them as quickly as possible.

Detailed responsibilities:

  • Logging all jobs on a ticketing system (incident identification), and passing on issues to 1st, 2nd and 3rd line support
  • Preparing hardware for joiners, movers and leavers in line with current procedures
  • Contract management
  • Reporting, logging and following up any 3rd line issues occurring in any of the US offices to the Global Operations team
  • Identifying underlying issues or new opportunities to improve user work processes, and advocating for these within the global team
  • Involved in the provision of user documentation and guidance materials, where required
  • PC and Mac hardware configuration, deployment and troubleshooting
  • Providing 1st and 2nd line Desktop Support for PCs, Macs, laptops, tablets, printers, mobile phones etc.
  • Administration of Active Directory
  • Assisting the IT department with any other ad hoc duties as required which could include; helping to set up equipment, inventory and purchasing management, mobile device fleet management and any other internal administrative tasks
  • Solving problems efficiently and building a reputation as a true expert in your field
  • Ensuring that IT Services are delivered within the agreed SLAs
  • Ensuring compliance with company policies and procedures, for example (but not limited to) ISO documentation, Information Security training.

Experience and skills required:

  • You'll enjoy delivering quality customer service
  • Ability and interest to gain deeper IT skills and experience
  • High degree of accuracy and attention to detail
  • Calm approach
  • Ability to analyze and resolve IT related issues
  • 1 or 2 years of previous service desk or customer service experience in an IT related environment
  • Mac and PC hardware deployment and management skills (Casper and SCCM knowledge a bonus)
  • Basic Network troubleshooting skills
  • Helpdesk management and SLA compliance
  • Ability to provide explanations/solutions in a confident and professional manner to partners and staff of all levels
  • Organization and time management skills with the ability to meet deadlines
  • Ability to work as part of a team but also able to work under own initiative
  • Ability to work productively amidst frequent interruptions and remain calm under pressure
  • Excellent problem solving skills
  • Microsoft Office, Google Enterprise and Active Directory administration and troubleshooting knowledge
  • PC and Mac troubleshooting experience
  • Adobe suite, video production software and other creative software experience
  • Previous media or marketing industry experience.
  • ITIL certification or awareness would beneficial
  • Rendering technology - Software and hardware knowledge or a desire to learn, very beneficial


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