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Service Desk Analyst at SunSource

Service Desk Analyst

SunSource Addison, IL Full-Time
Its an exciting time to be a part of SunSource, we are a growing company seeking a highly talented and passionate Service Desk Analyst to assist with managing incidents, service requests and communication for our associates. This position will support our associates to improve our user experience and optimize user productivity. A successful candidate must be customer focused, be a strong problem solver and an effective communicator in a fast-paced environment.

Key Responsibilities

* Creating incidents and service requests on behalf of customers.
* Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
* Apply enterprise service desk standards for accurate prioritization, categorization, and communication of incidents.
* Triage incidents accordingly and bringing them to a resolution in accordance with established enterprise service desk SLAs.
* Manage ticket queue backlog and working to improve efficiency to improve incident response and resolution.
* Execute provisioning activities associated with onboarding and off boarding employees.
* Level I administration of active directory, 0365 environment, CRM applications and ERP platforms.
* Diagnose and resolve incidents for diverse environment of hardware, software, and applications platforms.
* Participate in complex, specialized technical investigations to determine system and design standards and performance parameters for new products, platforms and associated network technologies, software, and systems.
* Administration of all computer hardware and software procurement.
* Contribute to the development of knowledge base information to improve self-service portal

Key Competencies

* Accountability: Demonstrates an understanding of the link between ones own job responsibilities and overall organizational goals and needs, and performs ones job with the broader goals in mind.
* Collaborative Leadership: Promotes and generates cooperation among ones peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that results.
* Planning and Organizing: Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals and timetables to achieve maximum productivity. Self-starter with excellent organization, administrative, interpersonal skills and project management
* Customer Focus: Demonstrates concern for meeting internal and external customers needs in a manner that provides satisfaction for the customer. (Customers can be co-workers, peers or management as well as external consumers of a service such as students, parents, or community members.)
* Communication: Creates an atmosphere in which timely and high quality information flows smoothly both up and down the organization, inside the organization; encourages open expression of ideas and opinions. Excellent communication, presentation and relationship skills, especially the ability to articulate advanced technical topics and build consensus among business and technical constituents

General Education and Experience

* Bachelors Degree in computer science, information systems, or related field, or equivalent work experience
* 5+ years of relevant experience with at least 2 years in a similar role
* Preferably experience in Distribution and/or Manufacturing
* Preferably experience with ITIL Service Desk best practices
* In-depth and current knowledge of computer and mobility hardware and software
* Experience working in highly diverse product environments
* Experience participating on IT project teams
* Experience supporting and administering Microsoft stack of products, CRM and ERP environments
* ERP Administrator/Operator experience a plus
* Demonstrate ability to learn new application platforms
* Advanced collaboration, communication, and interpersonal skills
* Excellent analytical and problem-solving skills
* After hours availability and travel may be required
* Visa sponsorship is not available for this position.

We are an Equal Employment Opportunity Employer M/F/V/D. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. WE PARTICIPATE IN E-VERIFY PROGRAM

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