Careers

A Global Company

Experience working with a global network of associates dedicated to providing outstanding customer service

IT Service Desk Analyst

Our vision is beyond a connected home, rather a smarter home where technology is your friend and not an obstacle. Our fantastic team here at UEI, Inc is focused on next generation distributed platforms for the connected home ecosystem; we solve real life problems and bring improvements to the masses. We are infatuated by technology; however only see it as the means and not the goal itself. We accept no boundaries and no problem should remain unresolved.

Our products and technologies are touched by well over 250 million people every week, and we’re just getting started! We design & developed an extraordinary number of products for the connected home, backed by a complete ecosystem of data driven software solutions & cloud services for connected devices from leading brands in mobile, gaming and consumer electronics segments!

This position is for a highly skilled Mid-Level or Senior Level Service Desk Analyst who can not only resolve issues that vary in complexity and technology, but also help create and/or streamline ticketing workflows and best practices. 

Will get heavily involved in automating functions!

Job Description

Under the direction of the IT Service Desk Manager, the IT Service Desk Analyst will play a key role in with continuous service improvement and global standardization initiatives, and prompt resolution of customers’ IT incidents and service requests. 

Specifically, the IT Service Desk Analyst will function on a team consisting of 1st Level Service Desk Analysts and 2nd Level Service Desk Analysts and will assist the IT Service Desk Manager with efforts to provide a consistent, customer focused, fit-for-purpose service that meets SLAs. Functioning in an IT organization requires a high degree of integrity and sound judgement because it often requires privileged system access and knowledge of personnel issues. Additionally ITIL, SOX and COBIT standards and developed and consistently followed without deviation.  

Working in this position within the IT Department, the IT Service Desk Analyst will play a direct hands on role supporting customers and handle an equal volume of sites support calls incident and service request tickets. The IT Service Desk Analyst will also key a vital role assisting with the IT Service Delivery Function on a day-to-day basis including, SW licensing, HW/SW asset inventory, maintain adequate stock,  endpoint platform currency, performance and capacity, tool monitoring and administration, compliance and ensure service levels are maintained and resources properly balanced. 

Required Skills & Experience

  • 5+ years demonstrated success working as part of an IT Service Desk teams across multiple locations.
  • ITIL certification or strong knowledge of.
  • Automation of IT functions
  • Experience working as part of a global IT Service Desk
  • Experienced with Service Level Attainment, and producing Service Desk and Call metrics to achieve Service Level Objectives.
  • 5+ years demonstrated experience supporting and fostering customer relationships and support escalation.  
  • Strong problem solving skills and hands-on experience in supporting all aspects of end user platforms including Windows, Mac OSx, IOS, Android platforms, MS Collaboration platforms including MS Exchange, Office, SharePoint, and Lync.   
  • Strong team player, partnering with IT peers, customers, management and individual contributors.
  • Experience in IT service management best practices, including a track record of using ITIL models of service and service desk including but not limited to applications; desktop, mobile, server technologies, voice, VoIP, IVR, CTI and data networking.
  • 5+ years’ experience with managing IT tools including Antivirus platforms, spam and malware remediation, Endpoint imaging and patching using MS SCCM.
  • Familiarity with working with configuring and administering one or more incident, problem, change, service request platforms, developing SLA’s, a product and service catalog, a configuration Management Data Base (CMDB) and workflow automation.
  • Excellent presentation/communication skills
  • Exceptional problem solving skills.

Education:

  • Bachelor’s degree in Engineering / Computer Science / Information Systems or equivalent work experience.
  • An ITIL Foundation or equivalent qualifications, such as a Service Desk Institute (SDI) qualification. 
  • One or more advanced technical certifications in MS, Network, VMware or Telephony

We have a comprehensive benefits package including medical, dental, life insurance, 401(k), bonus plan, vacation pay, holiday pay, and tuition reimbursement. 

Universal Electronics is proud to be an Equal Opportunity Employer.

If you share our passion for technology, and possess the position requirements listed above, please email your resume and salary history to Mara McElroy mmcelroy@uei.com

Apply Now!