Service Desk Analyst

Single point of contact for all associates seeking IT support to resolve technology issues or fulfill technical requests. The Service Desk Analyst is responsible for independently problem solving, resolving and/or escalating incidents and requests as appropriate to ensure resolution is reached within established Service Levels. The goal of the Service Desk Team is to quickly identify solutions to enable associates to return to a productive state and is responsible for end-to-end ticket management. Service Desk analysts are responsible for communicating IT related events; system outages, outage updates, impending system unavailability or significant system changes. Service Desk analysts are trusted business partners with a strong focus on continuous improvement.

KEY RESPONSIBILITIES

Position Specific Responsibilities

• Use independent thinking to resolve many issues that do not have simple textbook solutions.
• Recognize patterns and analyze the issues to escalate situations as appropriate.
• Trouble shoot reoccurring IT issues.
• Coordinate testing of the resolution to see if resolution was effective.
• Independently respond to IT related Service Desk inquiries by accurately logging relevant Incident/Service request details, allocating & updating categorization and prioritization codes based on level of disruption.
• Provide first-line investigation and diagnosis for a broad range of technology systems and processes.
• Resolve Incidents/Service requests of varying complexity upon first contact whenever possible to restore service (including viable work-arounds) and associate productivity.
• Escalate Incidents/Service requests that cannot be resolved within agreed upon service levels.
• Close all resolved Incidents and Requests.
• Communicate with users - keeping them informed of Incident/Request progress, unplanned outages, impending system outages & significant system changes.
• Oversee content of the corporate knowledgebase and related associate self-help articles. Creating documentation as needed including user instructions, procedures and IT processes. Responsible to ensure all content remains current and relevant.
• Prepare dashboards and reports for management and business users as needed. Identify trends, areas for improvement and other efficiencies & make recommendations to management team; may lead small projects driven by these findings.
• Make recommendations for training, improvements in processes and operations for Service Desk and other areas.
• Develop script and record technology orientation training for new JFG associates.
• Perform administrative functions for IT Service Management Platform.
• Educate business partners on technology tools and services offered through training and self-help tools.
• Assist and support various projects as assigned.
• Support Desktop Technicians as requested.
• Service Desk support experience preferred.
• Ability to establish and maintain effective working relationships with other technical staff, vendors and business partners of all levels across the organization.
• Ability to communicate technical concepts in a non-technical way to ensure end user understanding.
• Strong written and verbal communication skills.
• Ability to analyze situations and data
• Ability to work independently while handling multiple tasks to meet deadlines.
• Ability to proactively identify areas for improvement or opportunities for technology enhancements.
• High School Diploma or equivalent.

Job Requirements

• Service Desk support experience preferred.
• Ability to establish and maintain effective working relationships with other technical staff, vendors and business partners of all levels across the organization.
• Ability to communicate technical concepts in a non-technical way to ensure end user understanding.
• Strong written and verbal communication skills.
• Ability to analyze situations and data
• Ability to work independently while handling multiple tasks to meet deadlines.
• Ability to proactively identify areas for improvement or opportunities for technology enhancements.
• High School Diploma or equivalent.

Our culture embraces diversity, equity, & inclusion; one where everyone feels valued and heard. For more information on JFG's culture and diversity efforts, including our employee resource groups, please visit the Diversity section of our career website.