Service Desk Analyst

Who we are:

TR Fastenings (TR) is part of Trifast plc is a leading international specialist in the design, engineering, manufacture, and distribution of high-quality industrial fastenings and Category 'C' components principally to major global assembly industries. It supplies to some 5,000 customers in 75 countries worldwide, serving a range of industries including Automotive, Smart Infrastructure, Medical, General Industrial and Distributors.

The Role:

As a key member of the Service Desk team, reporting to the Global Service Desk Manager, you will play a critical role in supporting the business by ensuring that all incidents are accurately logged and tracked within the ticketing system. You will manage the end-to-end resolution of incidents, adhering to Service Level Agreements (SLAs) to minimize downtime and ensure seamless business operations.

In this role, you will provide support for a range of enterprise tools, with a particular focus on Dynamics 365 (D365). You'll assist users by answering queries, troubleshooting issues, and escalating complex problems when necessary to ensure minimal disruption.

Your day-to-day will primarily involve handling inquiries via phone, email, and the ticketing system, addressing both general IT issues and D365-related concerns. You’ll also be responsible for escalating unresolved issues to the appropriate teams within the department to ensure swift resolution.

This position will be based in Charlotte, NC.

Key Task:

• Incident Management - Efficiently log, track, and resolve IT incidents in alignment with service level agreements (SLAs), escalating issues when necessary to ensure timely resolution.
• Customer Support - Deliver outstanding support via phone, email, and ticketing systems, ensuring all user queries are handled promptly and effectively.
• Knowledge Documentation - Maintain and update self-help resources to empower users and colleagues to resolve common issues independently.
• Cross-Team Collaboration - Work closely with internal departments and external vendors to drive swift and effective outcomes.
• Issue Ownership - Take proactive ownership of customer issues, troubleshooting across hardware, software, and network environments.
• Remote Support - Provide remote assistance to users globally, accommodating various time zones and ensuring consistent service delivery.
• IT Asset Management - Provision, configure, and maintain IT equipment - including laptops, desktops, and peripherals for new and existing users, supporting smooth onboarding and optimal performance.
• Enterprise Application Support - Support core business applications such as Dynamics 365, email platforms, and collaboration tools to ensure operational continuity.

Security Awareness - Promote IT best practices and online security guidance to enhance user awareness and protect organizational assets.

The Candidate:

You will have a strong understanding of IT support and service desk practices, including incident management, user support, and IT asset provisioning. Experience supporting enterprise applications such as Dynamics 365 Finance & Operations (D365 F&O), Office 365, and collaboration tools is essential, along with proficiency in ITSM platforms like TOPdesk, ServiceNow, or JIRA. Familiarity with Windows and macOS environments and experience supporting users across multiple time zones is highly desirable.

The successful candidate must demonstrate excellent problem-solving and analytical skills, with the ability to troubleshoot issues, escalate complex problems, and resolve incidents efficiently. Strong communication and interpersonal skills are critical for collaborating with internal IT teams, vendors, and a global user base. You will also need solid organizational and time management abilities to handle multiple support requests and meet service level agreements (SLAs).

A proactive attitude, ownership, and accountability are essential, along with the ability to work independently and as part of a cross-functional global team. The ideal candidate will thrive in a fast-paced environment, adapt easily to changing priorities, and maintain accuracy and attention to detail while delivering continuous service improvement.

Qualifications & Skills:

• Technical Expertise: Proficient in both Windows and macOS environments, with a strong understanding of a wide range of enterprise tools and applications.
• ITSM Tools: Hands-on experience with industry-leading service desk platforms, such as TOPdesk; ServiceNow and JIRA, for efficient incident and request management.
• Clear Communication: Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into easily understandable language for diverse audiences.
• D365 F&O Expertise: In-depth experience with Dynamics 365 Finance and Operations, including troubleshooting, system optimization, and issue resolution.
• Analytical Problem-Solving: Strong analytical mindset with a methodical approach to diagnosing and resolving technical issues, ensuring minimal disruption for end users.
• Customer-Centric Approach: Resilient, service-oriented, and adept at balancing multiple priorities, all while maintaining a positive and professional user experience.
• Team Collaboration: Excellent interpersonal skills with the ability to collaborate seamlessly across internal teams and with external stakeholders to deliver effective solutions.
• Adaptability & Agility: Comfortable working in fast-paced, evolving environments, with a proven ability to pivot and adjust to changing business needs.

Global Perspective: Experienced in providing support to users across multiple regions and time zones, with a strong appreciation for diverse cultural nuances.