Reporting to the Service Desk Manager, the Service Desk Analyst is primarily responsible for supporting the Stagwell network Mediaocean user-base.  The Analyst should have a thorough understanding of Mediaocean and be able to analyze, troubleshoot and determine the best solution based on the issue reported issue.

The Service Desk Analyst is the first point of contact for agencies seeking Mediaocean assistance.  Requests will be initiated and managed using a ticketing system.

Key Implementation Responsibilities

• Understand and participate in the execution of the data migration strategy

Key On-Going Responsibilities

The Service Desk Analyst will be responsible for:

• Serve as the first point of contact for agencies seeking Maconomy assistance.
• Daily management of Freshworks Support Desk queue.
• Thoroughly analyze, troubleshoot, and identify the best solution for the reported request.
• Collaborate with internal team to determine the best solution as needed.
• Clearly and effectively walk the user through the solution using appropriate communication channels (ie: ticketing system, schedule a call).
• Comprehensively track and document ticket events, problems and resolutions.
• Ensure assigned tickets are resolved in an effective and timely manner.
• As applicable, follow-up with user to ensure solution has resolved the request.
• Monitor requests from outset to resolution.
• Escalate unresolved issues to the next level of support in line with established processes.
• Provide the internal team with feedback or suggestions received from end users.

• Experience as a Service Desk Analyst or other customer support role.
• Previous experience with Mediaocean, Business Objects, Maconomy, or ERP systems
• Previous experience in Advertising industry.
• Understanding of common industry standard business practices in Accounting.