[Hiring] Service Desk Analyst @GNC

Role Description

The Service Desk Analyst position provides first level problem determination, tracking and resolution or escalation for company owned systems. The ideal candidate will possess excellent customer service and communication skills and assist in delivering world-class support to our associates in a collaborative, team environment. This is a dynamic environment which offers exposure to many technologies.

This is a Full-Time Hourly Position. Schedule will be Tuesday through Saturday 11:00am to 7:30pm.

Job Responsibilities:

• Assumes primary responsibility for installation and initial support of all in-house technology and applications being used.
• Provide first level contact, documentation, incident management and resolution for all associates.
• Evaluate routine problem situations and determine which emergency operations or escalation procedures are required, consulting with a supervisor as appropriate.
• Log all issues properly into the IT Service Desk management software.
• Place service calls or utilize depot maintenance on store equipment, including troubleshooting, dispatching service providers and/or maintenance shipping of hot spares by consulting with a supervisor.
• Provide professional, courteous, prompt, and accurate support and solutions to users.
• Follow up with the customer providing updates as needed and, if applicable, follow up with internal GNC personnel or external vendor ticketing systems/contacts and provide the customer with necessary updates.
• Gather and document detailed problem information and troubleshooting steps.
• Utilize the internal Service Desk knowledgebase and procedures while sharing documented resolution information with team members so that future issues are resolved faster.
• Gain a working knowledge of systems used and standard operational procedures that are in place.
• Work with IT on-call engineers and/or vendor support contacts to resolve technical problems.
• Communicate effectively when translating technical information to/from non-technical users.
• Identify end user training opportunities based on user issues reported through the Service Desk.
• Provide feedback to management on ways to increase first call resolution and customer satisfaction.
• Additional duties as assigned.

Qualifications

• Bachelor’s Degree in Computer Science, Business Administration or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required.
• 1+ years of previous professional IT organization, Helpdesk, Service Desk, or Customer Call Center experience preferred.
• Apple/MAC skills preferred.
• Mobile device or Point of Sale support experience preferred.
• High degree of proficiency MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management.
• Self-motivated with critical attention to detail, deadlines and reporting.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Ability to work overtime as necessary.

Requirements

• Regularly required to stand; walk; sit; use hands or fingers to handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.
• Regularly/Occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• The noise level in the work environment is usually low/moderate.
• Reasonable accommodations may be made to enable individuals to perform the essential functions.