IT Service Desk Analyst
Michigan, Grand Rapids-Muskegon-
RESPONSIBILITIES AND RESULTS
: Serves as single point of contact for technology support to ensure issues are recorded and addressed in timely manner.
: Communicates clearly and courteously with members calling for assistance, as measured by quality surveys, providing optimal customer satisfaction.
: Provides first-level support and problem resolution to technology customers with ultimate goal to provide resolution as close to customer level as possible.
: Logs information concerning calls into automated system to track history of calls and resolutions.
: Provides appropriate escalation of support requests to ensure meeting customers' expectations.
: Provides input for process and procedure improvements for Global Support Services area to better serve customers.
: Completes tasks and assignments related to processes and improvements in Service Desk area of responsibility to provide complete customer satisfaction.
: Ensures production system availability and schedules completion and escalates all processing failures to maintain system availability to the business.
: Ensures network availability by monitoring and escalating system alerts and failures.
: Ensures member requests for technology systems are fulfilled within Service Level Agreement (SLA) timeframe, ensuring members have tools needed to perform their jobs.
: Associates degree in computer science or information systems or equivalent job-specific work experience.
: Work Experience:
: One year experience in technology support.
: Skills and Knowledge:
: Ability to maintain confidentiality when working with sensitive data.
: Broad technical and organizational skills, with good attention to detail.
: Familiarity with information technologies and their application to business processes.
: Good communication and interpersonal skills.
: Ability to adapt to change and learn quickly.
: Ability to work well under pressure and quickly assess and respond to customer issues.
: Strong data-gathering and problem-solving skills.
: Ability to work with diverse global customers.