VetJobs - The Leading Military Job Board

Overview

Come join the Workforce Technology team here at Intuit where our mission is to remove barriers for our employees and connect them to Intuit’s bigger mission so they can do great things for our customers. Intuit is looking for a dynamic and customer-focused Senior Service Desk Analyst for their Live Expert Service Desk team at their Tucson, AZ office.

The Live Expert Service Desk Senior Analyst will be looked upon as the ‘go to’ lead technical resource. Their role is to oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance while maintaining “high touch” service. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Senior Analyst will derive insights from contact data to recommend process improvements both internally and externally ensuring continual innovation.

What you'll bring

• Bachelor’s degree or equivalent relevant experience; MCP/CCNA/MCSA/MCSE certification or coursework (in progress) or ability to demonstrate MCP/CCNA equivalent technical knowledge and skillsets; previous experience supporting virtualized environments a plus

• Effectively collaborate with peers, cross-functional teams, team leaders and engineering to achieve end-to-end product and process quality.

• Work independently as a team member in a high performance 24/7 availability environment

• Strong documentation and business writing skills, documents configurations, maintenance plans and project updates

• Implements solutions within the context of higher-level requirements.

• Apply effective Project Management skills; understands project management concepts for managing scope, time, functionality, cost and quality.

• Use judgment to suggest approaches that optimize among customer needs, business constraints, and technological realities.

• Responsible for appropriate levels of quality on owned deliverables(s)

• Solid relationship and performance management skills, including ability to effectively coach and develop junior colleagues.

How you will lead

• Configure, implement and provide tier 2 support for incident resolution and service request processes regarding employees with technical problems and information technology issues involving applications and the hardware these applications run on (desktop or laptop, network, workforce productivity applications, business applications and/or telephony services.)

• Work on routine assignments that will include drawing in of specialized expertise whenever necessary.

• Under limited technical supervision, follow defined processes for work flow where recognizing deviation from accepted practice is required.

• Has the flexibility to apply knowledge and experience to recommend custom solutions to business problems. Decisions can have enterprise wide impact. Follow defined processes for workflow, incident and change management to document work performed. Exercises discretion and judgment to ensure all Operational Service Levels are met.

• Monitor service and incident requests and assign tickets as appropriate.

• Coordinate and schedule service with customers

• Follow IT standards and policies for workflow

• Partner with a diverse group of stakeholders including devs, pms and senior leaders to resolve issues impacting employees systemically

• Mentors colleagues from a technical and growth perspective.

• Educate team members on process improvements and provide process documentation and training where necessary

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.