IS&S Support Center Analyst
On-site
Full Time
#Technology
#Technical Support
#Training Development
#SAP
This position provides remote technical support for various hardware and software
applications across the enterprise. This position is the initial customer contact for issues within the organization and provides support as a mentor for the Support Center Analyst. Role model and
demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety of others.
Provide technical
support via phones and/or other media as required.Complete and
document all calls in the form of Service Tickets.Escalate and
monitor tickets through IS&S support layers to issue resolution. Dispatch
vendors or division contacts as required for on-site repairs.Analyze and
determine the magnitude of incidents and escalate to management any identified
trends affecting our customers to reduce overall incidents to customers.Assist with the
training and development of other team members.Perform select
advanced level functions under the direction of an Operational Analyst.Clearly
communicate technical analysis and resolution through written documentation
within knowledge base.Perform
Administrative division support (SAP) requests for new equipment and users
account needs.Must be able to
perform the essential functions of this position with or without reasonable
accommodation.
