Senior Service Desk Analyst

Media, PA, USA /
webuyanycar.com – Engineering /
Full-time
 
Senior Service Desk Analyst

Position:  FT Office (THIS IS NOT A REMOTE POSITION, SELECTED APPLICANT WILL BE REQUIRED TO WORK IN MEDIA, PA)
Location:  Media, PA
Reports to:  Service Desk Manager
Type of position: Full Time in the Office
Physical Location: Media, PA
WELCOME TO CARGROUP HOLDINGS, LLC AND WEBUYANYCAR.COM!
What you will be doing:
As the Senior Service Desk Analyst you will be working for webuyanycar.com, a successful consumer-to-business website that lets consumers value their car online and sell it at a local branch. We are car buying specialists and do not sell cars. We have valued over 32 million vehicles online and buy thousands of cars every week nationally. We are growing rapidly and adding new markets every quarter. We are continuing our push to build a multi-billion dollar business.
We are a part of OLX Autos, a division of the OLX Group. With 5,000+ employees and 500+ inspection centers across the Americas, and Asia, OLX Autos manages a truly global car marketplace. OLX Autos is the smart way to buy or sell a car, offering different car services in different countries around the world. OLX Autos offers one-stop solutions that are safe, convenient, and offer guaranteed peace of mind.
The OLX Group has 322M monthly active users; US $1.6 billion in revenue and 18% revenue growth (FY 2021; 36% growth in FY2020); and is part of Naspers’ Prosus, one of the biggest technology investors in the world.
Prosus: +30 countries. +20 Brands. Powered by +10,000 employees representing 81 nationalities.
That’s what’s on our plate.  And that's why we need your help.  Join Us.  Shape your career with us.
Senior Service Desk Analyst Job Summary:
CarGroup Holdings, LLC (d/b/a webuyanycar.com USA) has an opportunity for a motivated and passionate technology professional to join our dynamic team. You will be working as a member of our Service Desk team. While we are part of the largest car-buying company in the world, we have a strong entrepreneurial culture that makes decisions locally and values individual contributions. We use big data and heavy automation to keep a lean staff and technology at the forefront.

Position Details
This role will report directly to our Service Desk Manager to assist with the support of our infrastructure, networking and technology administration. Responsibilities will be in end user support as well as providing second-level escalation support for our service desk as needed. 
You will:
•    Serve as a senior team member responsible for analyzing complex, technical problems, developing & testing solutions and providing hands-on support for users.
•    Act as escalation resource for service desk team members requests/incidents as well as act as a mentor for the Service Desk team
•    Work on projects across all technology platforms, including Azure, Intune, Office 365, AAD and our service desk ticketing system
•    Work with the service desk manager to evaluate current processes, help find opportunities for automation/improvement and ensure process adherence by members of the Service Desk team.
•    Provision equipment for new locations, including but not limited to computers, security cameras, network equipment
•    Maintain IT knowledge base for service desk/end users
•    Create and document service requests, issues, problems, and changes. Provides hands-on troubleshooting/support as needed. Handle recurring business processes.
•    Research assignments, resolve problems, and teach colleagues about solutions.
•    Order and coordinate equipment and services for branch offices and facilitate equipment moves between locations, maintaining inventory. Lift and move computer equipment (up to 50 lbs.).
•    Maintain relationships and communication with vendors regarding orders and outages.
•    Collaboratively build and maintain knowledge base for IT support & develop standards.
•    Collaborate with stakeholders at all levels of the company to design, plan, deliver, revise, and troubleshoot solutions to business problems and challenges.
•    Identify needs for changes / projects and build requirements.
•    Assist colleagues with planning, troubleshooting, handling omissions, and thinking through potential impacts.


Essential Duties and Responsibilities of the Senior Service Desk Analyst:
Must be detail-oriented and motivated to provide a positive customer experience. A strong desire to know how and why things work, inclined toward sustainable and manageable solutions. Self-awareness of strengths and weaknesses, ability to introspect, and self-develop by learning both during work and outside the office.
The requirements listed below are representative of the knowledge, skills, and abilities needed for the position. 
•    Strong written and oral communication skills, both technical and non-technical
•    Work effectively on your team, both independently and collaboratively
•    Strong attention to detail with excellent organizational and problem-solving skills
•    Excellent customer service, interpersonal skills, and communication etiquette
•    Commitment to continuous personal and professional growth and lifelong learning
•    Ability to execute and thrive in stressful situations
The candidate must be eligible to work in the United States; no sponsorship or relocation is offered for this role. This is a full-time, permanent role with a complete benefits package, based in our Media, PA office.
Education/Experience:
The candidate should demonstrate experience in the following:
•    Basic knowledge of PowerShell, automation tools, and scripting
•    Windows 10 administration and networking
•    Office 365
•    Intune MDM, imaging tools and software packaging
Required Competencies for the Senior Service Desk Analyst:
•    Entrepreneurial attitude: Proactive and positive personality/energy
•    Process: Focus on constant process improvement and use of technology to become more efficient
•    Communication: Ability to communicate with different audiences (locally and globally) and explain specific topics to team members and stakeholders 
•    Teamwork: Works with cross functional, cross regional and diverse team of professionals. 
•    Readiness to learn and change: Stays updated on local & global requirements and applies best practices at work
•    Quality and outcome orientation: Deliver accurate and clear results for the work delivered
•    Organization: Multi-tasking professional with sense of urgency and ability to determine priorities
What we offer:
•    Competitive salary and excellent benefits, in a diverse working environment with inspiring and hardworking colleagues
•    A positive, get-things-done workplace
•    A dynamic, constantly evolving space (enjoys change)
•    An inclusive environment that ensures we listen to a diverse range of voices when making decisions 

A BIT MORE ABOUT OLX GROUP
•    Discover OLX Autos Inside Out blog here
•    Check out our talent, product, engineering, and design blogs here
•    Follow us on LinkedIn.
webuyanycar.com USA is a fast growing, successful consumer-to-business website that lets consumers value their car online and sell it at one of our locations. US car-buying locations including Philadelphia, Northern/Southern New Jersey, Pittsburgh, Washington DC, Raleigh-Durham, Charlotte, Orlando, Tampa, West Palm, Indianapolis, Cleveland, Cincinnati, Columbus, Dayton, Nashville, Memphis, Kansas City and St. Louis.
webuyanycar.com USA is owned by Naspers Limited, a $77B Private Equity Fund founded in 1915 and is part of its global consumer Internet group, Prosus, which has a primary listing on Euronext Amsterdam (AEX:PRX) and a secondary listing on the Johannesburg Stock Exchange (XJSE:PRX). We are part of the Internet automotive division, OLX Autos, which operates consumer car-buying, car sales and automotive classifieds businesses around the globe, including India, Indonesia, Poland, Mexico, Chile, Argentina, Colombia, and the United States.
OLX Group is one of the world’s fastest-growing networks of trading platforms, serving 322 million people every month, and operating in 30+ countries across 5 continents. The company’s mission is to shape the future of trade to unlock the hidden value in everything.
We encourage people of all races, ethnicities, disabilities, ages, gender identity or expression, backgrounds, and experiences to consider applying for this role. We are committed to building an inclusive culture that seeks out the diverse perspectives and experiences of our people and becomes a company superpower and strategic competitive advantage.

A BIT MORE ABOUT OLX GROUP
Discover OLX Autos Inside Out blog here
Check out our talent, product, engineering, and design blogs here
Follow us on LinkedIn.

webuyanycar.com USA is a fast growing, successful consumer-to-business website that lets consumers value their car online and sell it at one of our locations. US car-buying locations including Philadelphia, Northern/Southern New Jersey, Pittsburgh, Washington DC, Raleigh-Durham, Charlotte, Orlando, Tampa, West Palm, Indianapolis, Cleveland, Cincinnati, Columbus, Dayton, Nashville, Memphis, Kansas City and St. Louis.webuyanycar.com 

USA is owned by Naspers Limited, a $77B Private Equity Fund founded in 1915 and is part of its global consumer Internet group, Prosus, which has a primary listing on Euronext Amsterdam (AEX:PRX) and a secondary listing on the Johannesburg Stock Exchange (XJSE:PRX). We are part of the Internet automotive division, OLX Autos, which operates consumer car-buying, car sales and automotive classifieds businesses around the globe, including India, Indonesia, Poland, Mexico, Chile, Argentina, Colombia, and the United States.

OLX Group is one of the world’s fastest-growing networks of trading platforms, serving 322 million people every month, and operating in 30+ countries across 5 continents. The company’s mission is to shape the future of trade to unlock the hidden value in everything.

We encourage people of all races, ethnicities, disabilities, ages, gender identity or expression, backgrounds, and experiences to consider applying for this role. We are committed to building an inclusive culture that seeks out the diverse perspectives and experiences of our people and becomes a company superpower and strategic competitive advantage.