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Service Desk Analyst I

Company: RL Canning
Location: Springfield
Posted on: August 14, 2019

Job Description:

Position Summary:

Coordinates, processes and resolves incidents and requests related the support of technology products, infrastructure, business processes and enterprise services. Takes full responsibility for handling customer interactions through satisfaction with established policies, procedures and service levels.

Essential Duties:

  • Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents.
  • Uses knowledge management techniques to advance own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable.
  • Provides information related to status updates, error resolution, changes in availability and facilities.
  • Assists users in the more effective use of information technology processes, products and services.
  • Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress and resolution.

    Qualifications & Experience:

    • Must have professional technical or support experience.
    • Professional experience working with IT strongly preferred.
    • Strong understanding of information technology systems including end-user computing devices, software, applications, and basic network systems.
    • Ability to learn quickly, advance knowledge and broadly apply new concepts to satisfy various customer issues and requests.
    • Demonstrated working experience balancing multiple priorities and shifting focus to meet the demands of the business.
    • Strong understanding of regular end-user resolution processes, including account password resets and network access issues.
    • Must have excellent customer service skills and focus with demonstrated experience working with customers to diagnose and resolve problems.
    • Excellent interpersonal, communication and problem-solving skills with a clear understanding for the value of customer convenience and experience.
    • Strong familiarity with Microsoft Office Suite, Gmail, Google Docs, and Chrome.


      • Associate's Degree in Information Technology or other related certification programs strongly desired.
      • Related certifications preferred: CompTIA A+, CompTIA Network+, HDI

        • *RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.

Keywords: RL Canning, Springfield , Service Desk Analyst I, Professions , Springfield, Illinois

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