Desktop Systems Analyst

Job Number: 28465

Position Title: Desktop Systems Analyst

External Description:

Our Ideal Candidate

You have extensive experience with front line and second line IT support. Must have strong customer focused skills with a service and solution orientated approach dealing with users. Strong communication skills and be able to influence and persuade people. Must be analytical and able to apply structured approaches to problem solving. Must be well-organized, good at prioritizing and attentive to detail. Excellent time management skills and ability to work to strict timescales. Must be self-motivated and have the ability to work alone as well as in a team.

 Your Responsibilities

• Being the local IT point of contact for the business
• Collecting feedback from customers and acting as a translator between IT and the business and understanding how Informatica’s business works
• Acting as a technical consultant for the business, solving technical problems that add business value
• Initial setup of IT services as part of the new hire process (incl. delivering IT induction)
• Ongoing configuration and maintenance of IT supported hardware and software standards
• Software and hardware installation, setup and configuration (e.g. system imaging)
• Software and hardware fault analysis, troubleshooting and fault resolution
• Occasionally conducting training programs such as brown-bag sessions designed to educate Informatica’s internal users about getting the most from their applications
• Ad hoc setup and configuration of desk telephone equipment and softphones
• Provide second level application support for various productivity applications and tools
• IT support of regional office moves, expansions and acquisitions
• IT support as part of project roll-outs and migrations
• Providing executive support and specialist event management support
• Providing emergency support for regional sites
• Representing regional customer needs when working with other IT teams
• Ensuring that IT services meet and at times exceeds customer expectations
• Ensuring consistent delivery of quality solutions that meet operational deadlines
• Working closely with the global desktop, networking and operations teams to ensure the smooth delivery of IT solutions into the region
• Regional testing of software patches, updates and new software packages
• Collecting, tracking and documenting information as part of the inventory of IT assets 
• VIP Support including laptop health checks for C Level executives
• Event Management, All Hands meeting support and conferencing for 4000+ employees
• Tracking all support and change requests through the ServiceNow application
• Demonstrating accountability and see him or herself as responsible for IT meeting customer expectations

 Your Qualifications

• Minimum of 5 years of experience in a desktop support role in IT
• Industry recognized engineering, computer science or IT Bachelor level degree
• Must have very good knowledge of computer hardware and software in general
• Proven track record supporting MS Windows operating systems (particularly Windows 7 and 10), Active Directory and MS Office (including MS Outlook)
• Must be flexible in terms of availability and ability to travel to other regional offices (around 25% of time).
• Must have good written and verbal English skills
• Linux and/or Apple Mac Experience
• Familiarity with phone systems such as Cisco VoIP desk phones
• Experience working on projects
• Experience in a Customer Support call center environment
• Experience using a helpdesk or IT issue and problems tracking system such as ServiceNow
• Experience setting up and configuring Lenovo laptops and desktops
• Experience setting up new offices from the ground up (including cabling and other IT services)
• Has worked in a large multi-national environments that span the globe
• A good understanding of “Quality” as it relates to Customer satisfaction

 

City: Redwood City

State: California

Seniority Level: Associate

Alternative Location(s) :

Community / Marketing Title: Desktop Systems Analyst

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-JG1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Redwood City, California US