Global Service Desk Analyst

Global Service Desk Analyst
Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

**Job Summary**

Provides seasoned expertise and highlights upcoming programs with a probable Global Service Desk (GSD) impact, being a part of the cross-functional and change management reporting and incorporating quality management best practices. Understand the customer support landscape across GSD and think strategically about how to address improvements for future needs. Considers impact to other connected teams and mentors junior CSPA’s. Work with regional and cross-functional peers on changes to GSD and customer processes and obtain buy-in. Evaluate requirements, challenges and counter propose ideas and influence for change. Manages transformational projects, coordinates GSD CSPA’s and teams to align projects and cater to regional and global needs resolving problems within a diverse scope. Gathers data and conducts research utilizing the data, observations, trends and reports to share proposed ideas and ways to improve it. Support acquisitions and creates plan for integrating a new business into the GSD service.

**Responsibilities**

Customer Support
- Spends a small percentage of their time directly supporting or managing the day to day front line operations. May provide support via questions or triage regarding process or system issues. May speak to customers for research, learning or requirement gathering. May speak to customers who are in an escalated state, while resolving issues within a diverse scope
- Provides customer experience recommendations to cross functional team (e.g. CSMs, Ops, etc.)
- Have a regional understanding of changing business needs from cross functional teams and identify impacts to the team
- Manage required changes to existing baselines
- Proactively identifies customer trends and suggest improvements to process/customer experience
- Maintains a voice of the customer (GSD supported languages) on all assigned projects
- Knowledge of all Equinix products, and GSD processes/procedures
- Provides customer experience recommendations to peers and cross functional team (e.g. CSMs, Ops, etc.)
- Support acquisitions and creates plan for integrating a new business in the GSD service
- Uses judgment to drive and own continuous improvement of GSD global and cross-functional processes to ensure quality is maintained while efficiency is optimized
- Strong GSD business acumen, including strong analytical skills and ability to think critically and strategically. Analyzes diverse problems by gathering and organizing all relevant data and facts
- Identifies cause and effect relationships
- Engages in new product/changes development. Analyses impact and designs the GSD service and process. Formulates requirements to be incorporated in the product design
- Utilizes Lean Six Sigma methodologies where appropriate
- Analyze and interpret data to Management, GSD peers and cross-functional teams (addition)

Management
- Mentors junior team members
- Provides support for offshore teams
- PoC for responding to and triaging for in-region incidents or global GSD incidents
- Provides backup support for in-region manager
- Lead, guide and mentor global SME's on GSD processes and project management utilizing governance guidelines (Lean Six Sigma methodologies where appropriate)

Process (Improvement / Development / Management / Documentation)
- Drives and/or participates in global process improvement projects depending on scope and scale. Identifies areas for improvement in both the customer and agent experience. Able to develop processes not just within GSD, but also able to think about the end-to-end across other connected teams
- Develops documentation (can be technical & non-technical) in collaboration with global teams
- Partners with global training team to roll out any new documentation to the support desk staff
- Engages in new produc