20 days old
2017-11-012017-11-29
  • Job Code
    585465

Primary Purpose


The Specialist Service Desk acts as the primary contact for users of IT systems and services. They provide first level support and incident resolution of IT related issues and requests from business units. This involves receiving support and service requests through a wide variety of communication methods, i.e. phone, fax, email, web forms, etc., reviewing requests for completeness and accuracy, categorizing and prioritizing requests for criticality and priority. The Support Service also functions tightly as a team to improve processes involved with first level support and incident resolution, and works closely with second level support groups for problem resolution and establishing/maintaining service levels. The Support Service Analyst I responds to incident calls and emails from internal users and partners on inquiries and support related issues. Troubleshooting and resolving Tier 1 transaction processing incidents like password resets and unlocking accounts. Keep incident tracking system accurate and up-to-date Create and maintain process and procedure documentation.


Major Responsibilities



  • Escalates support and service requests to second level support when necessary / Tracks progress of tickets to ensure timely resolution
  • Work closely with both internal and external auditing for testing and documenting IT Security - Associate Access for Sarbanes-Oxley functions and processes
  • Implements process improvements as needed
  • Documents, resolves, and/or escalates issues in a timely and appropriate manner.
  • Tracks all requests for support in incident tracking tool
  • Meets all project goals, objectives and timelines
  • Creates and track incident tickets for support and service requests in the in incident tracking tool
  • Responding to internal customer and vendor phone or email inquiries
  • Completing ticket information and establishment of criticality and prioritization of request
  • Confirm success of actions and restoration/establishment of service



  • Maintain confidentiality for sensitive information regarding associate employment status
  • Responding to customer and vendor phone or email inquiries
  • Enforce security policies to ensure the safety and integrity of all computing platforms. Includes administering and maintaining all associate new hires and termination processes
  • Identify and troubleshoot connectivity, browser, SFTP and order transmission issues
  • Perform admin duties which include granting\administrating access to the supported sites or applications
  • Document, create, and test all auditing requirements and reporting for security access
  • Performs other duties as assigned


Skills/Knowledge Required



  • Basic analytical and problem solving skills such as unlocking application accounts and resetting passwords for Active Directory, Trend, Sxe, Trade Beam and internal applications. Basic printer support: Connecting network printers for users and disabling and enabling printers
  • Intermediate level communication skills: Demonstrated ability to effectively communicate by phone or in person


    Demonstrated writing ability

  • Basic organizational and time management skills: Demonstrated ability to manage multiple priorities and follow through on customer incidents before closing out the incident. Gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support, insuring referral to appropriate level of services
  • Ability to perform Service Desk desktop functions in order to communicate to customers via e-mail, research and analyze issues, and document issues
  • Customer service skills
  • Diplomacy in dealing with conflict resolution
  • PC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)
  • Excellent verbal, written communication and customer service skills
  • Demonstrated ability to effectively communicate with both business and IT customers


Education and Experience



  • High School Diploma or GED, Associates degree preferred
  • Minimum 2 years related experience, 3 years related experience preferred
  • Minimum 2 years experience with Microsoft Office

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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SD Analyst

Randstad Technologies
Deerfield, IL 60015

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