IT Service Desk Analyst

Date Posted: December 4, 2019
Reports To: IT Business Relationship Manager
Duration: Full-time

Learn more about working in USA – Geismar

Position Summary

Applies technical and organizational skills to ensure the desktops, laptops, printers, peripheral devices, business cell phones, and associated software which comprise, and support Methanex Desktop Infrastructure operate in an efficient and secure manner and meet the requirements of users.

 

Maintain an overview of all Methanex Geismar IT technologies to ensure a seamless IT service to users from the Service Desk and adhere to Corporate IT policies.

Position Responsibilities

  • Conduct IT Orientation for all new employees and contractors in Geismar and remote offices.
  • Train IT employees and contractors on IT Dept policies, guidelines, systems, and process.
  • Train Geismar employees on IT software, hardware, and systems.
  • Undertakes PC equipment installations and relocations.
  • Ensures the desktop environment is maintained within manufacturers’ specifications and in accordance with the Methanex IT framework.
  • Assists the Business Systems Analysts in providing a quality IT Service Desk facility for the Methanex Geismar user community.
  • Provides first and second-level user support for hardware, software and Windows environments.
  • Escalates specialist support requirements to the appropriate Methanex Personnel or contractors as required.
  • Orders hardware, service and accessories from vendors.
  • Undertakes phone equipment installations and relocations.
  • Maintains asset databases for desktop and mobile phones.
  • Provides support for mobile phone users on the proper use of mobile business applications (i.e. mailbox setup, tutorials, etc.)
  • Performs routine requests for the provision of Network and Infrastructure services. These requests include, but are not limited to: addition and deletion of users, mailboxes and permissions within ActiveDirectory and the Office365 Admin Portal.
  • Ensures accuracy of user and computer accounts, distribution lists, and their associated permissions at all times.
  • Assists in the deployment of network equipment.
  • Provides support for Access Control and CCTV systems.
  • Deploy and monitor any software and/or services associated with Cybersecurity as per IT Framework.
  • Participate in regular business unit meetings to understand operational model, processes and business priorities.
  • Maintain and distribute user documentation and training.
  • Maintain strong connections with vendors and manufacturers to research new products and accessories related to end user hardware.
  • Maintain system documentation and ensure changes to solutions follow the Methanex Management of Change process.
  • Works with Global Applications Support Team to troubleshoot and resolve issues related to Global Applications.
  • Acts as a liaison between local users and the Global Applications Support Team.
  • Performs routine tasks of data recovery as requested by users or administration. Make recommendations for process improvement.
  • Work with photocopier vendor and manufacturer to ensure proper maintenance and support of hardware.
  • Liaises with supplier for faults, installations and relocations of office business machines.
  • Maintains and tracks assets and ensures all printers are serviceable.
  • Undertakes and completes user service requests.
  • Assign service requests to other IT Service Desk employees and IT contractors.
  • Ensures IT equipment does not endanger the health or safety of users.
  • Provides support to the user community.
  • Participates as a member of the Global Service Desk Team.
  • Provides on-call/after-hours support as directed.
  • Participates as a team member in regional IT projects
  • Additional tasks as may be required by the IT Manager to meet the operational requirements of the IT Team.
  • Contributes to the organizational vision of Global Methanol Leadership and as a team member demonstrates the core values of integrity, trust, respect and professionalism
  • Conducts all business in a manner which supports the Responsible Care® ethic
  • Ensures that all electronic waste is properly disposed of or recycled.
     

Position Qualifications

  • Degree in Information Technology, Computer Science or a related discipline preferred, OR, equivalent related work experience/combined education.
  • Knowledge of Windows, Microsoft Office365, and other desktop tools and PC architecture
  • Knowledge of IP-based networks, DHCP, DNS, and VLANs.
  • Knowledge of cyber-security concepts, Best Practices, and awareness for overall IT security policies.
  • Exceptional oral and written communication skills.
  • Strong analytical, problem-solving, administrative and organizational skills
  • Strong team player with the ability to take the initiative and be proactive when resolving customer issues.
  • Excellent interpersonal and facilitation skills in dealing with employees and external contacts, also sensitivity in dealing with confidential issues and information.

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