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Service Desk Specialist in Houston, TX at Verisk Analytics

Date Posted: 7/12/2018

Job Snapshot

Job Description


Title: Service Desk Specialist

Location: Houston, TX USA


For the past 40 years, Wood Mackenzie has established its reputation as a trusted source of intelligence, enriching lives by empowering clients with unique insight on the world’s natural resources. 

Now, as part of the Verisk Analytics family, that legacy is even stronger.  Aligning with the world’s leading data analytics company extends our ability to help clients overcome the toughest challenges with our unrivalled analysis and advice. 

We will continue to build on the power of our existing approach to assess and value individual assets and companies, allowing our clients to pursue the most promising opportunities. 

Together, we inspire and innovate the markets we serve –  providing invaluable intelligence that informs the strategic decisions that will ultimately shape the future direction of our global natural resources. 

Role Purpose

To provide first and second level desktop and application support to Wood Mackenzie staff and to external clients in their use of the Wood Mackenzie product suite, ensuring a high quality, professional service is delivered.

This is a demanding role and the successful applicant will be required to manage a high volume of calls and prioritise their workload effectively, often working to tight deadlines.

The US Service Desk operates between the hours of 8am and 6pm on US business days and the successful applicant will need to demonstrate some flexibility in their working hours to meet this requirement.

Main Responsibilities 
  • Ensure all incidents are logged, categorised, prioritised, investigated and resolved to a satisfactory conclusion or escalated to the relevant parties as necessary
  • Provide the necessary level of telephone and email cover to both staff & clients to ensure agreed levels of service quality are maintained
  • Ensure incidents and Service Requests are accurately tracked within call logging system to allow for effective SLA reporting
  • Enhance perception of IT through a professional approach in quickly assessing impact of incidents, restoring normal service operation as soon as possible and communicating effectively to the business
  • Support the new start and PC engineering process by following standardised procedures to ensure requests are fulfilled in a timely manner.
  • Proactively work with colleagues in local, regional and global offices to ensure a consistent level of service is provided and ensure handover between shifts and regions is effective.
  • Provide support for BlueJeans to ensure a high level of service delivery. This involves co-ordinating the event with the business contact, facilitating, troubleshooting any issues and resolving/escalating as appropriate
  • Provide IT inductions and training sessions to the business on a variety of technologies including smartphones, videoconference, BlueJeans & remote access
  • Source, create and update the knowledge base of known issues & the resolution for both Infrastructure issues & client products.
  • Acquired business integration work 

Knowledge and Experience Required
  • Must have experience working in a similar IT support role
  • Strong knowledge of Windows based software (Windows 7, Windows 10, Office 2010 and above, Office 365, Active Directory)
  • Working knowledge of Apple Macs
  • Good knowledge of Microsoft Exchange 2010/2013
  • Working knowledge of Local Area Networks and Windows based servers
  • Awareness of ITIL service management processes and practices - ITIL Foundation v3 qualified is advantageous but not essential
  • A relevant qualification in Information Technology
  • Working knowledge of Service Now is advantageous
  • Must have the ability to prioritise workloads & multi-task effectively
  • Ability to work with minimum supervision 
  • Minimum of Bachelor degree in related field

Key Competencies
  • Issue identification, Problem Solving & Analysis
  • Client focused
  • Building & Maintaining Relationships
  • Communication
  • Collaboration
  • Determined and resilient
  • Efficiency focused

Wood Mackenzie Core Values

Wood Mackenzie is  a place where we are committed to supporting our people to grow and thrive. We  value different perspectives and aspire to create an inclusive environment which encourages diversity and fosters a sense of belonging.  

Wood Mackenzie values each individual's contribution and helps them reach their full potential while sustaining an organisational culture of health and well-being. 

Our core values are:
  • Respect for the Individual
  • Integrity
  • Passion
  • Persistence
  • Confidence with humility
  • Excellence
  • Teamwork 

We understand the importance of bringing your whole self to work and to achieving balance between work, family and other life commitments.  We are open to considering flexible working arrangements to  enable the greatest spectrum of talent to contribute to Wood Mackenzie's  success.

EEO statement

Unsolicited resumes submitted to Wood Mackenzie by any external recruitment agency via Internet, e-mail, fax, or U.S. mail become the property of Wood Mackenzie and we are not responsible for any fees associated with those resumes.

In compliance with the Civil Rights Act of 1964 and 1991, the Age Discrimination in Employment Act of 1967, Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities act of 1990 and all other relevant federal and state laws, the policy of this company prohibits discrimination in employment because of race, color, religion, national origin, sex, gender identity and/or expression, age, veteran’s status, disability, genetic information or any other group protected by law. Applicants are considered for all positions without regard to race, color, religion, national origin, sex, gender identity and/or expression, age, veteran’s status, disability, genetic information or any other group protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access on-line as a result of your disability. You can request reasonable accommodations sending an email to

We are an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.