Analyst, Service Desk

Job 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.
 
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
 
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.