IT Service Desk - Service Desk Analyst

Position Summary

Position Summary

This dynamic role advocates and supports the Corporate WIN Strategy by providing professional, fast, friendly, and accurate handling of internal customer requests as part of the Global Parker Support Desk Team.

Responsibilities

Responsibilities

Service Desk

• Provide front-line internal IT support for incidents and requests (hardware, software, network, and account/access issues).
• Follow established notification and escalation procedures for applications
• Perform initial triage, troubleshooting, and resolution using defined knowledge articles and standard operating procedures; provide escalations as needed.
• Support end users with:
  • Windows-based operating systems (Windows 10/11).
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office apps).
  • Password resets and account administration in Active Directory / Azure AD.
  • VPN and remote access connectivity.
  • Basic network connectivity issues (wired, wireless, printers, DNS issues).

  • Corporate/mobile device configuration and usage (laptops, tablets, smartphones).

General Job Duties

• Utilize various forms of communication (chat, phone, email, self-service portal, etc.) to provide resolution of customer issues upon their first contact with Parker by following standard procedures or collaborate and handoff to the correct Parker team as necessary.
• Accurately log and categorize customer interactions, including contact information, details of inquiry or issue, and troubleshooting steps, in an Information Technology Service Management (ITSM) system ServiceNow.
• Adhere to defined SLAs and KPIs (response, resolution, first-contact resolution) while maintaining a high level of customer satisfaction.
• Create, maintain, and improve knowledge base articles and standard work instructions for recurring issues and service requests.
• Ability to work independently to resolve customer inquiries as well as strong desire to work within a team environment assisting other team members.
• Identify, document, and provide feedback on product and software enhancements with respect to design and performance based on voice of the customer.
• Follow IT security and compliance standards when handling user accounts, permissions, and sensitive information (e.g., validating identity, enforcing multi-factor authentication, and applying secure handling of data).
• Adoption of continual improvement and upskill with focus on emerging AI tools, processes, and overall strategy

Qualifications

Qualifications

• Associate degree in a computer-related field. Related experience may be substituted.
• Passionate about customer experience and strong emotional intelligence.
• 3-5 years customer service / IT support in a fast-paced environment preferred.
• Strong technical aptitude and ability to learn technical products quickly.
• Hands-on experience with:
  • Windows desktop operating systems and basic Windows administration
  • Microsoft 365 / Office 365 suite and collaboration tools (Teams, SharePoint, OneDrive, Intune/AutoPilot)
  • ITSM ticketing platforms (ServerNow experience preferred)
  • Basic Active Directory / Azure AD tasks (password reset, group membership, account unlock/disable) knowledge.
  • Remote support tools (e.g., Remote Desktop, Teams screen share, or similar tools).
• Business acumen to inform resolving situations in the best interest of all parties.
• High level of independence, assertiveness, and decisiveness.
• Proactive team player with a solutions-oriented mindset.
• Enthusiastic and energetic in a fast-paced environment.
• Strong verbal and written communications skills, as well as the ability to type proficiently.
• Ability to handle requests generated via multiple communication channels – phone, online chat, email, web, social media, etc. – pertaining to any business-related issues across the Parker enterprise.

• Help Desk/Service Desk related certifications a plus (HDI, ITIL, A , Network , Microsoft certifications, or equivalent).

Equal Employment Opportunity

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Employees & Job Applicants | U.S. Equal Employment Opportunity Commission