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Service Desk Analyst 3
Location(s): Tucson, ArizonaCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Come join the Workforce Technology team here at Intuit where our mission is to remove barriers for our employees and connect them to Intuit’s bigger mission so they can do great things for our customers. Intuit is looking for a dynamic and customer-focused Senior Service Desk Analyst for their Live Expert Service Desk team at their Tucson, AZ office.
The Live Expert Service Desk Senior Analyst will be looked upon as the ‘go to’ lead technical resource. Their role is to oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance while maintaining “high touch” service. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Senior Analyst will derive insights from contact data to recommend process improvements both internally and externally ensuring continual innovation.
Qualifications
- Bachelor’s degree or equivalent relevant experience; MCP/CCNA/MCSA/MCSE certification or coursework (in progress) or ability to demonstrate MCP/CCNA equivalent technical knowledge and skillsets; previous experience supporting virtualized environments a plus
- Effectively collaborate with peers, cross-functional teams, team leaders and engineering to achieve end-to-end product and process quality.
- Work independently as a team member in a high performance 24/7 availability environment
- Strong documentation and business writing skills, documents configurations, maintenance plans and project updates
- Implements solutions within the context of higher-level requirements.
- Apply effective Project Management skills; understands project management concepts for managing scope, time, functionality, cost and quality.
- Use judgment to suggest approaches that optimize among customer needs, business constraints, and technological realities.
- Responsible for appropriate levels of quality on owned deliverables(s)
- Solid relationship and performance management skills, including ability to effectively coach and develop junior colleagues.
Responsibilities
- Configure, implement and provide tier 2 support for incident resolution and service request processes regarding employees with technical problems and information technology issues involving applications and the hardware these applications run on (desktop or laptop, network, workforce productivity applications, business applications and/or telephony services.)
- Work on routine assignments that will include drawing in of specialized expertise whenever necessary.
- Under limited technical supervision, follow defined processes for work flow where recognizing deviation from accepted practice is required.
- Has the flexibility to apply knowledge and experience to recommend custom solutions to business problems. Decisions can have enterprise wide impact. Follow defined processes for workflow, incident and change management to document work performed. Exercises discretion and judgment to ensure all Operational Service Levels are met.
- Monitor service and incident requests and assign tickets as appropriate.
- Coordinate and schedule service with customers
- Follow IT standards and policies for workflow
- Partner with a diverse group of stakeholders including devs, pms and senior leaders to resolve issues impacting employees systemically
- Mentors colleagues from a technical and growth perspective.
- Educate team members on process improvements and provide process documentation and training where necessary
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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