Senior Analyst, Desktop Support

About Us
Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.

The Senior Analyst, Desktop Support is responsible for the comprehensive support and maintenance of the company’s computer systems, desktops, and peripherals, with a strong emphasis on infrastructure services. This role includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and software to ensure optimal performance. The analyst will troubleshoot issues through both in-person and remote support, delivering timely and effective solutions in Asia.

• Incident Management: Create, update, and resolve work orders using a ticketing system to ensure efficient incident resolution.
• Asset Management: Tag, track, and control computer hardware, software, and peripherals, maintaining accurate inventory records.
• On-Site Support: Act as on-site support to collaborate with the Asia Service Desk and the US Infrastructure and Network Teams for troubleshooting issues and assisting with new equipment installations.
• Service Desk Advocacy: Collaborate with the Asia Service Desk (SD) and the Remote Desktop Support (RDS) team to promote using the Service Desk.
• IT Procurement Support: Assist in obtaining quotes from vendors, driving down expenditure and work with the finance department to submit purchase orders for the Asia region
• Infrastructure Support: Coordinate and provide hands-on support for infrastructure services, including network setups and application enablement. Experience with networking in Mainland China for Global organizations would be an advantage.
• Supervision of Managed Service Providers: work closely with our service desk and other end-user support teams throughout China and Asia, ensuring SLAs being met.
• Project Coordination: Assist in the planning and execution of infrastructure projects, including system upgrades and new office setups, to enhance organizational capabilities.
• Create Documentation: Develop knowledge base articles and documentation outlining solutions to user issues and best practices for IT operations.
• Collaboration with US IT Teams: Work closely with corporate IT teams in the U.S. to ensure seamless operations and support across departments in Asia.
• Third-Party Integration: Collaborate with third-party vendors to integrate systems, applications, and hardware for new product implementations and upgrades.
• Orientation for New Hires: Conduct orientation sessions for new employees on access rights, system permissions, and essential IT protocols.
• Research and Technology Integration: Investigate and propose new technologies and tools to streamline operations and enhance system performance.
• Support and Monitor System Activity: Monitor system performance and uptime across servers and networks, identifying vulnerabilities and areas for improvement.
• Miscellaneous Support Functions: Perform or assist with additional departmental administrative tasks, support functions, or projects as needed, such as new openings, upgrades, and extended hours coverage.

Additional Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT helpdesk support
• Experience in supporting and coordinating Wintel server and Microsoft O365 application suite functionality.
• Experience in setting up server, network environment or firewall deployment
• Experience in providing access to Global internet for other Global firms with offices in Mainland China
• Expert in desktop/laptop hardware (Mac and PC) and operating systems (Mac and Windows).
• Proficient in troubleshooting VPN issues and supporting mobile devices (iPhones and Androids).
• Experience with network multi-function printers and remote support tools (SCCM or JAMF).
• Knowledge of Adobe Creative Cloud, SAP, and PLM
• Experience in hardware and software installation, configuration, maintenance, and troubleshooting
• Strong knowledge of IT infrastructure, vendor management, and IT operations.
• Strong communication, customer service, and organizational skills.
• Excellent organizational skills with an emphasis on detail and follow-through
• Ability to effectively deliver services in a high-volume, team-oriented environment
• ITIL v3, Microsoft, or Apple certifications are a plus
• Proficient in English, with excellent communication and interpersonal skills.
• Willingness to travel to different office locations as required.

Competency Requirements ((if applicable))
Behavioral Competencies:

• Decision Making
• Communication
• Collaboration
• Conflict Management and Problem Solving
• Driving Execution
• Adaptable and flexible
• Be transparent
• Think positive
• Self-driven

Language Proficiency:
Fluent in: English, Mandarin and Cantonese

Specific Working Conditions
Frequency of Travel: As required.

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Centric Brands is an Equal Opportunity Employer.