Desktop Support Analyst II (Global Technical Operations)
Columbia Sportswear Company · Bengaluru, Karnataka, India
- On site
- Full-time
- $75,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Provide technical support to users.
- Handle incoming calls and track issues.
- Analyze and resolve technical problems.
- Maintain ITIL framework processes.
- Support Distribution Center systems.
About the role
About The Position
The Digital Support Analyst II provides technical support to users. Responds to requests and incidents, conducts operational monitoring and maintenance, and provides documentation and training to ensure users can optimally utilize their hardware and software.How You'll Make a Difference
- Handles incoming calls in a timely and professional way.
- Tracks all calls via service desk software.
- Performs ticket assignment and escalation as required.
- Performs daily follow-up on open calls that do not show activity.
- Provides general first-level support.
- Analyzes problems or issues as they are reported.
- Provides direct assistance with technical support and other CDT groups as required on problem determination, solution implementation, and thorough documentation of progress and results.
- Maintains and executes tasks with a working knowledge of processes and procedures for regulatory controls.
- Manages production jobs.
You Are
- Bachelor’s degree, applicable certification or equivalent experience.
- Typically requires 2-4 years of professional experience, and general proficiency with tools, systems, and procedures required to accomplish the job.
- Relevant professional certification in the field of IT preferred.
- Working knowledge of MAC computer support
- Working knowledge of ITIL framework and experience working within a support environment utilizing Incident, Change and Problem Management
- Demonstrated knowledge of data processing and general business principles
- Familiarity with Distribution Center processes and operations
- Familiarity with Distribution Center systems including WM, SAP, TMS, Surepost, etc.
- Understand basic operations
You Have
- Problem Solving: Solves a variety of problems that may be somewhat difficult and varied in nature. Consults with staff members on more complex issues.
- Decisions: Exercises judgment within defined parameters to make decisions on tasks with limited scope or complexity. Receives moderate level of guidance and direction on complex tasks.
- Knowledge: Working knowledge of the principles, practices and concepts within own job discipline; has broadened capability through practical experience in applying theories.
- Business Acumen: Understands key business drivers; demonstrates knowledge of the organization and processes; uses this understanding to accomplish their own work.
- Communication & Influence: Explains and simplifies complex information to others; leads the coordination of information to ensure ongoing process or program execution.
- Impact: Impact is typically limited to the department.
- Leadership: No supervisory responsibilities.
Key skills/competency
- Desktop Support Analyst
- Technical Support
- ITIL Framework
- Incident Management
- Change Management
- Problem Management
- MAC Computer Support
- Service Desk Software
- Distribution Center Systems
- User Support
Skills & topics
- Desktop Support
- Technical Support
- IT Support
- Help Desk
- ITIL
- MAC Support
- Problem Solving
- User Support
- Service Desk
- Analyst
How to get hired
- Customize your resume: Highlight experience with ITIL, MAC support, and Distribution Center systems relevant to the Desktop Support Analyst II role.
- Tailor your application: Emphasize problem-solving skills and business acumen in your cover letter to align with Columbia Sportswear Company's needs.
- Prepare for interviews: Be ready to discuss your experience with incident, change, and problem management, and how you handle complex user issues.
- Showcase your knowledge: Demonstrate familiarity with Distribution Center processes and systems like WM, SAP, and TMS during the interview.
- Network if possible: Connect with current Columbia Sportswear employees on LinkedIn to gain insights into their culture and hiring practices.
Technical preparation
Practice MAC OS troubleshooting.,Review ITIL Incident, Change, Problem Management.,Familiarize with WM, SAP, TMS.,Prepare for service desk software scenarios.
Behavioral questions
Describe a difficult technical problem you solved.,How do you handle user frustration?,Explain a complex IT process simply.,How do you prioritize support tickets?
Frequently asked questions
- What are the key responsibilities of a Desktop Support Analyst II at Columbia Sportswear Company?
- The Desktop Support Analyst II at Columbia Sportswear Company is responsible for providing technical support to users, managing incoming requests and incidents, performing operational monitoring and maintenance, and creating documentation and training materials. They handle technical issues, analyze problems, and assist with solution implementation, all while adhering to ITIL framework processes.
- What qualifications are needed for the Desktop Support Analyst II position?
- A Bachelor’s degree, relevant certification, or equivalent experience is required, typically with 2-4 years of professional experience. Specific requirements include working knowledge of MAC computer support, the ITIL framework, and familiarity with Distribution Center systems like WM, SAP, and TMS.
- Does Columbia Sportswear Company offer remote work for the Desktop Support Analyst II role?
- The job description indicates this is a #Hybrid role, suggesting a combination of on-site and remote work. Specific details on the hybrid model would typically be discussed during the application process.
- What kind of technical skills are most important for this Desktop Support Analyst II job?
- Key technical skills include general first-level support, proficiency with service desk software, troubleshooting hardware and software issues, and a strong understanding of MAC computer support. Familiarity with Distribution Center systems (WM, SAP, TMS, Surepost) is also crucial.
- How does Columbia Sportswear Company approach problem-solving for technical issues?
- For the Desktop Support Analyst II role, Columbia Sportswear Company values strong problem-solving skills. Analysts are expected to analyze reported issues, consult with staff on complex problems, and implement solutions with thorough documentation, operating within defined parameters while seeking guidance when necessary.
- What is the typical experience level for a Desktop Support Analyst II?
- Typically, candidates for the Desktop Support Analyst II position at Columbia Sportswear Company are expected to have 2-4 years of professional experience in a technical support role.
- What are the benefits of working as a Desktop Support Analyst at Columbia Sportswear Company?
- While specific benefits aren't listed, this role offers the opportunity to make a difference by ensuring users can optimally utilize hardware and software. It involves working with Distribution Center systems and adhering to the ITIL framework, providing valuable experience in a well-established company.