At Tenerity, we provide our clients with compelling technology and services that earn their customers' loyalty every day. Our employees re-define loyalty with transparency and trust so that our clients can more deeply engage their customers, creating value from those connections.  

We are a growing company at the top of our industry with values and character that allows us to stand apart from the competition. We promote inclusion and diversity within our organization to garner perspective and engender trust. We are looking for people who will embrace our culture of radical transparency, who will create attunement with our customers, and embrace the pragmaticism that comes from knowing that as life and people change, companies must adapt and change.  

We have a bias on promoting from within, provide top notch compensation, and have a total rewards strategy that sets us above others in the field. Do you want an impactful role in a growing company that is creating new solutions that lead the field in their innovation and effectiveness? Then consider joining us; read on about our Global Service Desk Analyst role... 

Overview: 

The GSD Analyst is competent in all technical domains supported by the GSD and is moving towards expertise in two or more areas. This position is not only able to perform GSD L1 Analyst responsibilities but is also able to work on approved initiatives, process improvements and ad-hoc requests. 

Additionally, this position provided technical guidance and support to GSD analyst and any other team that require assistance. 

• Develop and maintains a high level of proficiency in all functional/technical areas supported by the team including tools, application, systems and processes. 
• Ability to diagnose and solve technical issues and provide guidance towards resolution wherever possible. 
• Assists GSD analyst on difficult/complex issues. Able to determine if they need to take over if the situation arises. 
• Develops and promotes customer satisfaction and maintains positive working relationships with other departments. 
• Develops, proposes and executes process improvements initiatives either as an individual or part of a larger team. 
• Possesses a high level of understanding of the company’s business. 
• Assists with the creation and documentation of processes and procedures. 
• Ability to determine when to escalate issues to their manager in a timely manner. 
• Exhibits initiative to expand their technical knowledge to the current and potential future requirements of the GSD. Helps develop the functional and technical capability of the GSD team 
• Supports and helps maintain adherence to the company’s policies and procedures. 
• Available for after hours tasks and on-call work as required. 
• Ensures that management is made aware of schedules, issues, concerns and other information needed to help ensure the smooth operation of the team. 

• Assists with the compilation of status notification for business stakeholders and client relations. 
• Proactively takes steps to Maintain data security. 
• Promote and demonstrate the company’s values. 
• With strong initiative and passion to deliver quality service and advance his/her knowledge in technologies 
• Goal oriented and practical in their solutions 
• Can work both independently and as part of the team. 

• Active Directory Administration (creation of users’ accounts etc.) 
• Office 365 Administration (user/mailbox creation) 
• Strong desktop knowledge, Windows 10 
• Strong Microsoft Office Skills 
• Good Verbal and Written communication skills 
• Basic knowledge of Microsoft Windows 2008/2012/2016 server 
• Basic knowledge in Citrix, VMware, Cisco Networking 
• Diagnose and rectify WAN and LAN issues, including ADSL based technologies. 
• Knowledgeable in Service Now platform administration. 
• Experience task management; able to investigate into several reported issues and provide insightful analysis from accessible resources