What are the responsibilities and job description for the Service Desk Analyst position at Corpay?
What We Need
Corpay is currently looking to hire a Service Desk Analyst based out of Atlanta, GA. In this role, the Service Desk Analyst provides advanced system level support of multi-user, technical and financial applications, and expert technical support through direct contact with end users. This includes general support tasks, advanced troubleshooting, systems administration, testing and installation of software and server/network support.
How We Work
As a Service Desk Analyst, you will be expected to work in An onsite environment reporting to our Buckhead office location 5 days a week.
Corpay will set you up for success by providing:
The responsibilities of the role will include:
Corpay is an Equal Opportunity Employer. Corpay providesequal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency
#LI-DR1
#CORPAY
Corpay is currently looking to hire a Service Desk Analyst based out of Atlanta, GA. In this role, the Service Desk Analyst provides advanced system level support of multi-user, technical and financial applications, and expert technical support through direct contact with end users. This includes general support tasks, advanced troubleshooting, systems administration, testing and installation of software and server/network support.
How We Work
As a Service Desk Analyst, you will be expected to work in An onsite environment reporting to our Buckhead office location 5 days a week.
Corpay will set you up for success by providing:
- Company-issued equipment
The responsibilities of the role will include:
- Following agreed procedures, identifies, registers and categorizes incidents and requests
- Providing advanced technical assistance and maintenance support to end users including, but not limited to, servicing as primary second tier support and first tier support, when assigned
- Resolving incidents upon first contact where possible
- Responding to incidents/issues logged by phone, email or portal in timely manner
- Gathering data and provides basic troubleshooting techniques for all computer software and hardware issue
- Applying solid analysis skills and present moderate to complex facts to ensure proper problem determination
- Resolving all moderately complex technical support issues, tracks and documents pertinent information in a timely manner according to standard procedures
- Accurately capturing and documenting issues or request information in the CORPAY IT Service Management Ticketing system
- Escalating issues within Service Level Agreements, follows up and updates customers on status inquires
- Managing, meeting and maintaining service levels and ensure all incidents are dealt with in accordance with the SLA and internal KPIs
- Partnering with IT and business contacts and effectively communicates relevant IT company related matters to ensure rapid resolution
- Emitting a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
- Understanding of the various lines of business within CORPAY, their function and importance to ensure solutions align with business needs
- Complying with all specified department, unit and IT Service Delivery Best Practices processes, goals and metrics
- Upholding the CORPAY Code of Business Conduct at all times
- Adhering to Corporate procedures and policies
- Designating an “On Call” person to handle problems after normal business hours/and or during weekends utilizing a cell phone as well as schedule change assignments
- Participating in special projects or performs duties in other areas as requested
- Creating/Amending/Deleting user AD & Application accounts according to corporate policy
- Suggesting improvements to the End User Service Delivery process
- Installing of approved software
- Troubleshooting Microsoft Windows issues
- Troubleshooting off the shelf software issues e.g. MS Office, Zoom, Chrome Browser, Edge Browser, etc.
- Aiding in the use of off the shelf and bespoke software
- Troubleshooting mobile device issues e.g. VPN access, email access on smartphone
- Providing updates as warranted to CORPAY Knowledge Management system
- Ensuring line management are immediately made aware of high priority or high impact issues
- Requires a high school diploma plus additional post-secondary college or technical school
- Preference for previous office and technical experience in a customer support environment
- 3 Years 1st line support/Service Desk experience
- Experience working in a role with a multinational focus would be beneficial as would any experience working for an organization that is SOX or other regulatory body compliant
- Experience in providing Executive/White Glove support at Corporate Headquarters is required.
- Experience in providing Video Conference Support for Virtual meetings is required.
- Ability to listen attentively
- Communications, verbal and written that deliver an effective, clear, concise message
- Demonstrates solid interpersonal, customer service and telephone etiquette skills
- Well organized with attention to detail and ability to carry out tasks independently
- Self-motivated, self-learning aptitude
- Commitment to tasks in a fast-paced environment
- Good team-working ability, particularly within a small team and across borders
- Intermediate to advanced knowledge of computer fundamentals and related technical disciplines
- Working knowledge of Microsoft Windows 10 and 11
- Citrix or VMWare Application and Desktop Virtualization
- MS Office 2019/Office365/Intune/ADUC/PowerShell
- Collaboration Technology such as Zoom, MS Teams
- Mobile Device Management Installation and Support
- PC hardware break-fix identification
- Printer operation and network printing installation and support
- ITIL Certification – Minimum Foundation preferred
- Windows 11 Workstation Certification preferred
- Help Desk Certification preferred
- Must complete continuing education requirements as outlined by CORPAY HR
- Medical, Dental & Vision benefits available the 1st month after hire
- Automatic enrollment into our 401k plan (subject to eligibility requirements)
- Virtual fitness classes offered company-wide
- Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
- Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
- Philanthropic support with both local and national organizations
- Fun culture with company-wide contests and prizes
Corpay is an Equal Opportunity Employer. Corpay providesequal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency
#LI-DR1
#CORPAY