Senior Service Desk Analyst

About KARL STORZ

From the operating room to surgery centers-and everywhere in between-KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging-to build a more connected, software-enabled operating room.

As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.

About the Role

The Senior Service Desk Analyst serves as the second-level point of contact for handling business partners' technical support issues, gathering the information needed to resolve issues during initial contact or routing them to the correct support team. This role also resolves incidents and service requests escalated from Service Desk Analysts and acts as an escalation point within the Service Desk for technical and procedural matters. The Senior Analyst is the point of contact for Global IT and business-driven technical projects, and maintains internal processes and business-facing knowledge base articles to keep the organization informed of project and procedural changes.

This role is based in our Auburn, MA office, with the ability to travel within North America as required.

What You'll Do

• Deliver excellent customer service, ensuring support meets business partners' needs and expectations
• Identify process improvement opportunities and document new procedures for the Service Desk team
• Answer contact center calls and resolve incident and service request tickets submitted via the self-service portal
• Perform deskside support, including troubleshooting, moves, new hires, promotions/transitions, and refresh requests
• Log tickets accurately and completely in ServiceNow, resolving requests directly or escalating to the appropriate tier 3 teams
• Perform desktop and laptop system setup for onboarding and refresh cycles, and manage data transfer and inventory for offboarding
• Maintain accurate asset records, ensuring Asset Tasks are created timely and with complete information
• Provide support for onsite meeting rooms to ensure seamless audio/video conferencing
• Serve as an escalation point for Service Desk Analysts, helping resolve issues that can't be closed on initial contact
• Guide and mentor Analysts on complex issues, and help lead training courses for the Service Desk team
• Build strong working relationships between the Service Desk and other IT support teams
• Participate in projects and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist
• Develop and maintain knowledge of support procedures, business processes, and Service Level Agreements

What You Bring

• 5 years of total IT experience, including a minimum of 4 years in a call center/service desk environment
• Associate's degree
• CompTIA and/or A+ certification
• In-depth knowledge of Windows operating systems (Win10, Windows Server)
• Ability to diagnose and resolve hardware and software issues on desktops, laptops, printers, and peripherals, including compatibility, configuration, and installation errors
• Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Proficiency with Active Directory tools, including managing user accounts, groups, and permissions, and Azure AD
• Experience using ServiceNow to track incidents and requests

What Will Make You Successful

• Strong time management skills and the ability to manage competing priorities across multiple support channels
• Strong analytical thinking and problem-solving skills to diagnose and troubleshoot technical issues
• Ability to navigate conflict resolution and present recommendations to management
• A positive attitude and enthusiasm for technology, with a drive for continuous learning
• Patience and empathy when working with end-users of varying technical ability
• Familiarity with other operating systems (macOS, Linux) is a plus
• Knowledge of ITSM frameworks such as ITIL, and understanding of incident, problem, and change management processes, is a plus
• Familiarity with Office 365 and collaboration tools such as MS Teams is a plus
• 8 years of experience in a Call Center or Service Desk environment, or 7 years of broader IT experience, is a plus
• Bachelor's degree in a relevant IT field is a plus
• ITIL Framework certification is a plus
• Microsoft Certifications (365, Modern Desktop, Azure Admin) are a plus

Why KARL STORZ?

Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.

Ready to make an impact? Apply to be our next Senior Service Desk Analyst and help us build the future of MedTech together.

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