Service Desk Analyst I

Onsite 5 days per week in Holland, MI
Hours: Monday – Friday 8-5 with on-call schedule of a 1-week rotation per month.

Must have
-Active directory
-ITSM


Nice to have
Reimaged windows 11
Interior end point experience

This person will be going to employees desks and the shop floor to troubleshoot computers, printers and hand held devices.


POSITION PURPOSE:
Responds to and processes requests in manner that optimizes customer satisfaction. Provides assistance in use of all computer technology provided by Information Services (IS) to enterprise.

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, utilizing personal computer (PC) and keyboard/mouse.
-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 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.

QUALIFICATIONS
Education- 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.
-Excellent PC and keyboard/mouse skills.
-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.