Desktop Support Senior Analyst

Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that secures human progress with Secureworks® Taegis™, a SaaS-based, open XDR platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.

Role Responsibilities:

• Provide first-level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem-solving processes.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products, and services.

Essential Requirements:

• 2+ years’ Service Desk or other relevant experience.
• Strong written and oral communication skills in English.
• Experience with troubleshooting multiple OS related issues (Windows and MacOS).
• Microsoft technologies knowledge.
• Hardware and software troubleshooting experience.
• User/Group management in Active Directory.
• Familiarity with networking systems and protocols.
• Good problem-solving, analytical, and team-working skills.
• An openness to learning new technologies.

Knowledge, Skills and Abilities:

• Excellent Customer Service 
• Strong attention to detail, professional demeanor, good work ethic, eagerness to learn  
• Demonstrated ability to communicate well with others and to thrive in a team environment  
• Adapt to a fast paced environment  
• Ability to multitask  
• Goal oriented and self-motivated  
• Strong written and oral communication skills, possess the ability to interact with Executive leadership and technical staff

Secureworks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics.

Dell’s Flexible & Hybrid Work Culture

At Dell Technologies, we believe our best work is done when flexibility is offered.

We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.