IT Service Desk Analyst I

At World Kinect, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

Applies technical knowledge to assist internal users with device issues, applications/services issues and addressing any user inquiries.

Coordinates investigations to resolve internal IT issues ranging from application(s)/services(s) and end user device related issues. Conducts research to understand, explain and resolve incidents. Communicates updates to users that have been or may be affected by an incident. Assists with onboarding new users into their device(s). Ensures response times are quick and effective to appropriately resolve requests. Routes any escalations, or incidents that fall outside of Tier I scope of work. Collaborate with team members on addressing trending issues, knowledge gaps and incidents that might require a more knowledgeable person to find a solution to the issue at hand. Work on specific project assignments that are delegated from management.

Performs work under direct supervision. Handles basic issues and problems and refers more complex issues to higher-level staff. Typically requires a bachelor's degree and 2 years of experience.

Reports to Service Desk Manager (and indirectly to Supervisor)

Competencies: Troubleshooting skills, good at collaborating with others in a team-oriented environment. Efficient on oral and written communication. Ability to identify and seek needed information/research skills. Technical expertise on Windows, Mac and iOS systems and devices. Ability to adapt to frequent changes to existing processes, systems and way of working (WoW).

Job Description

The IT Service Desk Analyst is part of a global team which offers technical support services with exceptional customer experience to World Kinect employees worldwide. In this role you will be part of a team that focuses on all employee IT needs ranging from computer and software support, installations, configurations, and the sites technical equipment ranging from video conferencing, printers, scanners, screens, telephones, mobile devices (tablets and phones), and other peripherals. The team seeks to ensure all its customers (employees) are provided with high levels of customer service and strives for the best user experience.

What You’ll Do:

The expected length of relevant experience beyond formal education is 2 or more years. The main responsibilities of the position include:* End user device support and administration (Windows, Mac’s, iOS, phones/tablets) across several regions around the world.

What You’ll Need:* Two+ years of experience delivering IT services in similar role

Signs That You’re a Strong Candidate:* Highly organized and handles multiple requests without requiring follow ups.

World Kinect is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.