Service Desk Analyst

Lake Mary, Florida

Company Overview

At Mitsubishi Power, we’re not just building better clean energy technologies; we’re architecting a better future. Our team is boldly redefining power generation and energy storage to fast-track the world’s energy transition. We operate as one team, pushing toward our vision of the future.

At Mitsubishi Power, we value problem-solvers, prioritize collaboration, and support each other in an inclusive culture created through accountability and authenticity by demonstrating our core values of Safety, Family, Innovative, Inclusive, Accountable, and Courageous. Together, we’re building the future we all aspire to, making net zero a reality.

One team, one future.

Role Overview

The Service Desk Analyst provides front-line technical expertise to technology consumers within the Mitsubishi Power organization, delivering break-fix technical support, configuring user accounts, provisioning workstations, updating inventory, maintaining documentation, and performing first-line troubleshooting for network, infrastructure, and application problems as they arise.

This process-oriented position projects calm competence to technical consumers in stressful scenarios and serves as the Voice of the Customer within the IT team, capturing and documenting frequent pain points, making recommendations for process and technology improvements, and acting as the face of IT. Technical aptitude and excellent problem-solving capabilities equip the Service Desk Analyst with the ability to rapidly respond to unexpected and unique technical faults, ensuring smooth delivery of technology services to consumers throughout the organization.

Essential Duties and Responsibilities

Excellent written and verbal communication skills with the ability to communicate effectively with technical and non-technical team members at all levels in the organization

Accurately record, update, and document incidents and service requests within the IT Service Management toolkit

Provide white glove support for senior executives in the organization

Take ownership of technical issues and champion them through to resolution on behalf of the consumer by advocating their interests and liaising communications with other stakeholders throughout the ticket lifecycle

Execute best-practice solutions to deliver robust, permanent corrections to technical malfunctions, restoring service to the consumer as soon as possible

Evaluate impact, priority, and urgency, escalating and engaging other technology and business teams when appropriate for the circumstances

Collaborate with peers and superiors to coordinate resources around a problem

Identify patterns and invoke incident response procedures when appropriate

Communicate with stakeholders in a professional manner

Leverage software and hardware asset lifecycle procedures to manage equipment procurement, provisioning, assignment, and reclamation

Maintain and deploy standard workstation base images and application packages

Orient new hires to IT systems and procedures and train new IT team members

Troubleshoot and administer workstations, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment as required

Support technology project efforts, including task execution and status updates

Create, update, and maintain the IT Service Center of Excellence documentation, including SOPs, User Guides, and Work Instructions

Protect confidential information

Occasionally provide off-shift support on a published on-call rotation, as part of planned project work, or to respond to critical technology emergencies

Other Duties and Responsibilities

Comply with all safety policies, practices, and procedures

Report unsafe activities to the manager on duty, Human Resources, and/or a designated Safety Officer

Participate in proactive team efforts to achieve departmental and company goals

Communicate effectively with employees and management at all levels

Maintain the highest degree of honesty and integrity at all times

Perform other related duties as directed by the IT Leadership team

Knowledge, Skills, and Education

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skills, and abilities required.