Our client, a leader in the retail industry, is currently seeking a Service Desk Analyst in the Downtown Pittsburgh area. 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. Excellent communications skills are required.
The analyst will provide a single point of contact for all things technology. Assume 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. This includes 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
Continue to follow up with the customer providing updates as needed. If applicable, follow up with internal personnel or external vendor ticketing systems or contacts and provide the customer with necessary updates
Gather and document detailed problem information ad troubleshooting steps
Utilize the internal Service Desk knowledgebase and procedures.Share 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
If needed, work with IT on-call engineers and/or vendor support contacts to resolve technical problems
Must have good communications skills and the ability to understand and translate 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
Other duties as assigned
BS or BA degree in computer science, business administration or related work experience preferred but not required
2+ years in a professional IT organization, Helpdesk/Service Desk or Customer Call Center experience preferred
Excellent communication skills (verbal and written) required to interact with customers, provide support and solve problems
Experience with the following:
Microsoft Windows and Office (Outlook, Excel and Word)
Client browsing applications such as Internet Explorer, Chrome and Firefox
Apple/MAC skills a plus
Mobile device or Point of Sale support experience a plus
Has the desire and aptitude to investigate and learn about new technology and troubleshooting processes
Must be proficient in MS Word, MS Excel, MS Access, MS Outlook and Internet Explorer
Ability to work varied schedules including holidays, evenings and weekends
Ability to work various schedules including evenings and weekends
Lifting of desktop equipment (less than 20 pounds)
The most pressing issue for businesses today is the quest for growth, and more than innovation, operations or even customer relationships, CEOs are looking for talent and leadership to secure and sustain it. People are truly an organization’s greatest asset.
With an active nationwide database of more than 500,000 seasoned professionals, A.C.Coy employs the latest tools to manage effective recruit...ing. The technology helps to quickly identify and contact the right candidates with the skills and experience clients need.
The tools that A.C.Coy uses provide a unique perspective regarding culture, performance, leadership, and team "fit". And our integration methodology ensures that new leaders are integrated quickly and successfully without breaking stride.