Description
We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.
Summary: The Service Desk Analyst I delivers end-to-end support per IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, escalated, and reported within the promised timeframes. This Americas IT function forms part of the broader Global Services function. This position will work closely with the regional and Group IT and business functions to support the Service Desk environment and end-users as required.
Requirements:
- Contributes to developing service strategies to mitigate software, hardware, and networking issues.
- Troubleshoots and resolves IT issues via phone, web, and in-person channels.
- Ensures all incidents are resolved against SLAs.
- Partners with IT and business personnel to discuss the impact of incidents on products and services.
- Tracks and reports all open and closed incidents to leadership teams.
- Attends work regularly and punctually, as scheduled or expected.
- Complies with Employee Handbook, Code of Conduct, and Company Policies & Procedures.
- Presents, supports, and leads-by-example with a safety and quality-oriented attitude.
- Proactively learns new product and service technologies.
Qualifications:
- High school/GED General preferred
- Less than one year of Service industry experience preferred
- Less than one year of experience using help desk ticketing software preferred
- Less than one year of experience with incident troubleshooting and escalation preferred
- Basic understanding of IT troubleshooting principals
- Effective prioritization and project management skills
- Demonstrated ability to take the initiative and think creatively
- Ability to interact successfully with people in a customer-facing role
- Microsoft Office Experience
- Microsoft Windows Experience
- Mobile Device Management Support
- Understanding of standard operating systems (especially Windows)
- Understanding of computer components
- Functional competencies include customer focus, prioritization, communication, business acumen, and drive
- Ability to travel 5 to 15% domestically
Anticipated base salary range: $49,000 – $58,000
The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.
Physical requirements and environment:
The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Rarely: Climbing, Crouching, Kneeling, Pulling 5-15 lbs., Pushing 5-15 lbs., Lifting 5-15 lbs., and Stooping required.
Occasionally: Carrying 5-15 lbs., Gripping, Handling, Pinching, Walking required.
Frequently: Standing required.
Constantly: Reading, Grasping, Hearing, Reaching, Vision, Repetitive Motion, Sitting, required.
Not present: Vibration in the working environment
Rarely exposed to Extreme Cold, Extreme Heat, Humidity, Wet in the working environment.
Occasionally exposed to Noise and Hazards in the working environment.
We maintain a drug-free workplace. Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.
RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
#LI-Hybrid