IT Service Desk Analyst

  • Barry-Wehmiller
  • Green Bay, WI, USA
  • Nov 09, 2020
[Information Technology]

Job Description

About Us:Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.Job Description:The Global IT Service Desk Analyst role is to provide our internal customers with an exceptional experience for every contact. The Analyst will assist our customers with all aspects of their PC and mobile device related challenges. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, or upgrading the PC, its peripherals, or the software in use. The team always strives to exceed our customer's expectations by providing solutions whether in person, remotely by telephone, e-mail, or other means necessary to deliver consistent and superior service.RESPONSIBILITIES:Strong customer service orientationProvide world class customer supportFirst level response to incident ticketsAccept and solve support issuesMigrate and deploy PC imagesFunction and communicate in a global support teamRespond to ticketing incidents by priority and assignmentSupport customers through superb communication in person, by telephone and or emailFully document resolution and communication history to customer in incident ticketIf appropriate, convert resolution to knowledge base document to share with other team membersDiagnose, analyze, and resolve PC and software problems for internal customers through incident ticketing systemKeen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a fast-paced environmentExperience working in a team-oriented, collaborative environmentOn-call availabilitySome evening and weekend hoursAnalyze root cause and implement corrective solutionsDeploy new equipment to customers from unpacking to deliveryCollaborate with infrastructure team to ensure efficient operationsAssist in resolving issues with customers on server based software productsWhen working on any PC, ensure latest security settings, antivirus, application patches are appliedUse tools and applications for monitoring desktop performance and provide performance statistics and reportsMaintain inventory of all hardware and softwareWhen necessary, contact third-party support and PC equipment vendorsMaintain knowledge of current IT trends and advancementsResponsible for other opportunities as requiredQUALIFICATIONS:Strong written and oral communication skillsStrong customer relationship skillsAbility to conduct research into software issues and products as requiredStrong organizational skills with a keen attention to detailA+ certification is desiredAn Associate's degree in the field of business administration, computer science, or management information systems and/or 3-5 years of related work experience is preferredBarry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.Company:BW Corp US