IT Service Desk Support, Senior Analyst
About Us
Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.
JOB OVERVIEW
The IT Service Desk Support Senior Analyst is responsible for overseeing the delivery and continuous improvement of end-user IT support services, primarily through the management of an outsourced Service Desk. This role ensures high-quality service delivery by monitoring performance metrics, managing support content, facilitating end user education, and serving as a key escalation point. Additionally, the specialist manages financial aspects related to Service Desk operations and end-user software procurement, ensuring cost-effective and efficient support solutions.
Service Desk support encompasses a customer base of 1600 personnel from Farmington Hills, Fort Worth, Canada, Mexico, and external call center sites.
RESPONSIBILITIES
Service Desk Management – 50%
• Ensure the outsourced Service Desk adheres to contractual obligations and service level agreements (SLAs).
• Conduct regular reviews of incident and request handling to ensure timely and effective resolution.
• Collaborate with vendors to address performance gaps.
• Monitor and analyze key performance indicators (KPIs) such as first-call resolution rate, average response time, and ticket closure rate.
• Track customer satisfaction scores and implement initiatives to improve user experience.
• Conduct periodic service quality assessments and drive continuous improvement efforts.
• Ensure onboard and offboard user administration for critical systems is performed accurately and efficiently.
Knowledge Base Management – 20%
• Maintain and enhance the Knowledge Base for End User Computing (EUC) support, ensuring content is accurate, up-to-date, and user-friendly.
• Collaborate with technical teams and Service Desk agents to identify and document recurring issues and solutions.
• Promote self-service capabilities through effective knowledge management.
• Ensure end-user support practices align with organizational policies, data protection standards, and audit requirements.
• Responsible for internal and external auditing validation, investigations and remediation of any findings.
Communication and Education – 15%
• Develop and distribute user communications regarding EUC updates, best practices, and known issues.
• Organize training sessions, webinars, or documentation to educate users on IT topics and tool changes.
• Act as a liaison between IT and business units to ensure clear and effective messaging.
End User Escalation – 10%
• Serve as a point of escalation for complex or unresolved end-user incidents and service requests.
• Coordinate with internal support teams and vendors to ensure timely resolution.
• Document escalation procedures and maintain transparency with stakeholders.
Financial Management – 5%
• Oversee financial management and cost tracking for Service Desk operations.
• Manage procurement and licensing of small-buy end-user software, ensuring compliance and cost efficiency.
• Provide financial reporting and analysis to support IT planning and decision-making.