Service Desk Analyst

Company: Samuel, Son & Co. (USA) Inc.
Location: Lancaster
Posted on: April 9, 2021

Job Description:

Samuel, Son & Co. is growing! If you're looking for a rewarding career opportunity with a family run, industry leading organization, bring your experience and motivated attitude to Samuel, Son & Co. We are seeking a Service Desk Analyst to join our team.If you think you have what it takes to become part of our team, contact us today. Here are some of what we have to offer: Competitive compensation Paid vacation and an annual bonus Health, dental and vision insurance Pension plan with company match Opportunity for fast advancement and career growth As the Service Desk Analyst, you will provide properly documented first level Service Desk support to Samuel, Son & Co., Limited. All incidents and requests to be handled as first call resolution (FCR) or escalated in a timely manner for more complex issues to the proper second level support team. RESPONSIBILITIES: Coordinate incident and request handling processes Assessing, prioritizing, and fulfilling user requests and follow up as needed Provide first level incident and request resolution as first call resolution (FCR) when possible Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure) Provide accurate description, information, and resolution notes into ticketing system Manage Active Directory, BES, and a variety of ERP accounts and services Manage users expectations including providing timely responses to all concerns when applicable, or involving other resource support in a timely manner to handle. Work with team members and other IT members to ensure a consistent level of service After Hours support when scheduled (Weekly rotation between members of the Service Desk Team) Support Hardware and Software installations and configurations as defined by current standardized procedures Assist with the development and preparation of various processes and procedures, documentation, and projects. Maintain integrity of PC and communications asset management Seek opportunities to improve user satisfaction Equal Opportunity Employer E-verify Employer

Keywords: Samuel, Son & Co. (USA) Inc., Buffalo , Service Desk Analyst, Professions , Lancaster, New York