The Service Desk Analyst is a customer facing role accountable for providing 1st and 2nd line IT support to all levels of the business within agreed SLA's.
The Service Desk Analyst is customer focused and accountable for ensuring all calls assigned to them are correctly logged and managed. This includes, but is not limited to ensuring all requests for IT service and incidents are logged, categorised, updated as required and resolved or where necessary correctly escalated to other levels of support across the global support team. They are also responsible for ensuring agreed IT service management processes are adhered to and hardware and software standards are maintained in a way consistent with the ITIL and APQC frameworks.
3+ years of experience in technical support in a manufacturing environment or company
Experience working on either a Tier 1 or Tier 2 Service Desk team
Excellent customer service skills
ITIL Foundation Certified (V3 or V4)
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.