.Senior Service Desk Analyst - Group ITJob Title:Senior Service Desk AnalystReports to:Service Desk Team Leader**Location**:Global (covering USA ET time zone)Role OverviewDue to our exceptional and continued rapid growth, Safeguard Global is currently seeking a Senior Service Desk Team Lead to enhance our existing capacity to not only support and maintain current internal systems, but more importantly to play a pivotal role in their evolution and enhancement.We are a rapidly growing global payroll processing company with visions of dominating the market space. Our developing technology is leading-edge, and we intend to continue to disrupt the industry as we have done for over the last 10 years.A self-starter, able to work independently to a high technical and organizational standard, you will be expected to play a core part in leading, mentoring and developing others within the AMER support team as part of the focus on building an effective, collaborative, and mutually supportive global team. A part of the role will require you work in close collaboration with other regional peers to ensure global service continuity.Your natural ability to take personal ownership and responsibility for your work and actions is of equal importance to your technical ability. You will be able to deal with a wide range of end user issues in a timely, professional, and expert manner that inspires confidence. You will naturally understand the importance of solving issues in both a timely and effective manner as part of ensuring mínimal impact to end users' productivity. Alongside this, you also understand the importance of spending a few minutes to ensure completeness in all that you do. In those instances where you are unable to complete works, you will naturally explain to users next steps to achieve full resolution. People will trust and have faith in you as a consequence of your actions.The ideal applicant will not only be able to solidify our current internal support function but will also be instrumental in helping to drive change to ensure we deliver highly efficient and effective services appropriate to the needs of the rapidly expanding organization.This is an excellent career opportunity for a professional with an impressive 'can do' support management ability aligned with strong technical and interpersonal skills.Your Responsibilities Will Include:- Dealing effectively, efficiently, and reliably with second and third line technical issues primarily within the AMER regional time zone encompassing end user devices and cloud hosted platforms.- Provide high levels of support and customer service throughout the life cycle of service desk interactions in line with service desk ITIL policies and procedures.- Maintain and share knowledge of supported products and services.- Take ownership of customer interactions to build trust and customer confidence. Keep colleagues advised of the steps being taken to resolve their issue and manage expectations
