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Service Desk Analyst in Des Plaines, IL at DSC Logistics

Date Posted: 6/2/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    6/2/2018

Job Description

POSITION:

Service Desk Analyst

REPORTS TO:

Manager, Service Desk and IT Operations

OVERVIEW:

As part of DSC’s Corporate IT Department, the Service Desk Analyst provides a high level of customer service while supporting end users and customers. This position serves as the first point of contact for all technology related issues, executing troubleshooting procedures and partnering with all technical resources to resolve the issue in a timely manner.

RESPONSIBILTIES:

  • Respond to telephone, email and helpdesk requests for technical support.
  • Document, track, and monitor problems to ensure timely resolution.
  • Maintain knowledge of commonly used concepts and practices, and executes procedures accordingly.
  • Successfully troubleshoot issues, both independently and in collaboration, with all available technical resources.
  • Oversee and troubleshoot system related issues in coordination with local and field resources.
  • Monitor, analyze, and respond to system hardware and software faults and failures, including but not limited to: IBM iSeries, Wintel servers, network devices, and the applications associated with these systems.
  • Identify, research, and resolve Level 1 technical issues.
  • Escalate technical issues that are beyond Level 1 in a timely manner.
  • Be responsible for the backup, recovery and tape management for AS/400 (iSeries) and Wintel Servers, utilizing the appropriate software tools (e.g. Commvault).
  • Contribute to the documentation and maintenance of all computer system configurations, processes, and procedures according to established standards and policies.
  • Support and maintain user account information, including rights, security, and system groups.
  • Analyze ticket database to proactively identify improvement opportunities.
  • Evaluate new technologies for potential applicability.
  • Participate in IT projects, as appropriate.
  • Achieve annual goals and objectives, developed in cooperation with the IT Service organization.

EXPERIENCE AND SKILLS REQUIRED:

  • Previous customer service experience.
  • Previous experience with distribution center systems (WMS, TMS, etc.) helpful.
  • Strong technical aptitude – including, but not limited to, supported technology.
  • Strong interpersonal communication and collaboration skills.
  • Excellent time management and the ability to prioritize work effectively.
  • Communicates effectively, both orally and in writing, with the management groups, end users, customers, and technical staff.
  • Able to adjust approach to effectively interact with users at all organizational and technical levels.
  • Focus on excellent customer service and needs of the user community.
  • Reliable and cooperative team player; displays consideration and respect for others.
  • Displays tact, patience, and the ability to handle stressful situations while demonstrating a sense of urgency.
  • Demonstrates competence and character that inspires trust.
  • Independently and proactively communicates issues, priorities, and objectives.
  • Organized with a strong attention to detail.
  • Able to anticipate, identify, and solve critical problems.
  • Ability to thrive in a dynamic, fast-paced, demanding environment.