Global Service Desk Analyst I
About The Position
As a Service Desk Tier 1 Analyst you will provide first level support by resolving IT incidents and Service Requests. The Tier 1 Analyst is the first contact at the Westinghouse Service Desk and will escalate to Tier II when applicable. Also, you will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse. You will gather and analyze information about the user's issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. You will meet the Service Desk Service Level Agreement and Goals. You will report to the Service Delivery Team Lead and be located onsite in Rockhill, SC.
Requirements
- Associates degree in Information Technology or equivalent
- 1+ years of experience in a Service Desk Role
- HDI Helpdesk Professional or ITIL Foundations Required
- Basic Network Administration understanding
- Knowledge of hardware and software
- Protocol and OS Knowledge
- You have experience with Windows operating systems
- You have experience with IOS
- You have experience handling customer technical support calls
- 1 or more years of experience providing remote phone support
Responsibilities
- Assure smooth handling of individual problems from call-in through resolution, practicing Total Contact ownership.
- Respond to inquiries and service requests for assistance with the organizations computer system or PC's by Phone, Email and chat queues.
Benefits
- Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
- Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
- 401(k) with Company Match Contributions to support employees' retirement
- Paid Vacations and Company Holidays
- Opportunities for Flexible Work Arrangements to promote work-life balance
- Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
- Global Recognition and Service Programs to celebrate employee accomplishments and service
- Employee Referral Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
