Grinnell Chamber

Service Desk Analyst

Full time
Posted: 10/13/2021
Grinnell, IA
Human Resources

Description

Overview

Improves the level of service to information technology customers by establishing a central point of contact for customers to report problems or address requests related to technology solutions.    

 

Responsibilities

  • Responds to all customer support contacts that come in from either phone calls, email, chat, ACE tool or walk-in. Gathers pertinent information about the issue / request and either assist the customer or assign a ticket to the correct support team.
  • Communicates progress and provide status updates to customers as appropriate while working through issues / requests and follow up on customer satisfaction.
  • Clearly and accurately creates tickets for all issues / requests and checks progress through final resolution to ensure efficient and effective customer service.
  • Identifies and suggests process improvements as they arise.
  • Provisions various accounts including Active Directory, Guidewire, IBM and netGMRC.
  • Completes password resets, unlocking accounts, customer transfers and account termination so access is only available to appropriate individuals.
  • Runs scheduled and unscheduled IBM queries.
  • Provides backup coverage for the company switchboard operator during breaks, vacations, and overflow resulting from heavy call volume.
  • Manages company cell phone provisioning, support and decommissioning.
  • Creates, updates and manages email distribution lists.
  • Completes customer Multi-Factor-Authentication setups and provides support.
  • Performs computer imaging.
  • Completes customer workstation setups and moves.
  • Completes hardware setup and replacements for computers, mice, keyboards, monitors, docking stations, etc…
  • Manages and tracks company pool laptop assignments.
  • Performs other duties as assigned.

Requirements

  • Associates’ degree from an accredited college/university or technical school or equivalent combination of education and experience. Main switchboard and Help Desk experience a plus.
  • Demonstrated computer proficiency and knowledge of Microsoft Windows/PC operation using software products such Microsoft Office at an intermediate level with willingness and ability to learn specific applications as new software is added. Experience with mobile device support a plus.
  • ITIL experience preferred.
  • An understanding of a Help Desk ticketing system.
  • Familiarity with ticketing system metrics and reporting preferred.
  • Familiarity with Knowledge Base system including lookup, create, update and delete preferred.
  • Ability to work with sensitive and confidential information.
  • Ability to demonstrate good interpersonal, listening, and customer service skills to assist end users with product, errors/issues, provide instruction, and walk through computer various steps via phone or e-mail. Must demonstrate a pleasant demeanor and tone of voice.
  • Demonstrate complex problem-solving and decision-making skills.
  • Ability to manage priorities, remain composed, sharp and customer focused and maintain high level of customer service through frequent interruptions and changing business needs.
  • Ability to follow specific instructions, check lists and flow charts while incorporating personal knowledge and expertise to resolve customer questions or concerns.
  • Ability to work in a harmonious manner with peers, customers and Manager. Must be able to communicate in an understandable manner to customers and technical individuals while maintaining tact and diplomacy.
  • Ability to work with minimum supervision.
  • Ability to maintain regular and predictable schedule.

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