IT Analyst

Position Description : Actively seeks feedback from customers on ways to potentially improve the support process and relationships Have regular 8 hour attendance at the plant to be engaged and successfully perform job functions Be willing to work daily overtime and weekend overtime as necessary to support production needs Specific duties include, but are not limited to: Follows service desk procedures in general end user support, and documenting activities, customer issues, troubleshooting steps, resolution outcome, and time duration in the service desk tool. Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels. Talks to user to learn procedures followed and source of error. Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization. Investigates and resolves computer software and hardware problems of users: Requests the user with problem to use telephone, service desk, and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed. Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly Diagnoses customer issues and assigns appropriate support, if outside scope of support. Promotes customer relations in tune with company plans and policies Installs and maintains end user hardware and software Works with next level of support Escalates problems according to defined processes Provides training and guidance to users to prevent user based error from reoccurring Creates, maintains, and manages site specific documentation Collaborate with other service teams to ensure efficient operation of the company’s end user computing environment. Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems during and after core work hours. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by service desk tickets. Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations. Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes. If necessary, liaise with third-party support and equipment vendors for site specific support issues. Take active role in personal career development and personal performance management process. #J-18808-Ljbffr