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IT Service Desk Analyst Job

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Primary Location: Pittsburgh, PA

Job Tile: Service Desk Analyst

Job Number: 2017-50772

Date Posted: 7-21-2017

Job Summary:

The Service Desk Analyst position provides first level problem determination, tracking and resolution or escalation for company owned systems. The ideal candidate will possess excellent customer service and communication skills and assist in delivering world class support to our associates in a collaborative, team environment. This is a dynamic environment which offers exposure to many technologies. Excellent communications skills are required.

Essential Duties and Responsibilities:

Essential Job Functions

  • The analyst will provide a single point of contact for all things technology. Assume primary responsibility for installation and initial support of all in-house technology and applications being used
  • Provide first level contact, documentation, incident management and resolution for all associates
  • Evaluate routine problem situations and determine which emergency operations or escalation procedures are required consulting with a supervisor as appropriate
  • Log all issues properly into the IT Service Desk management software
  • Place service calls or utilize depot maintenance on store equipment. This includes troubleshooting, dispatching service providers and/or maintenance shipping of hot spares by consulting with a supervisor
  • Provide professional, courteous, prompt, and accurate support and solutions to users
  • Continue to follow up with the customer providing updates as needed. If applicable, follow up with internal GNC personnel or external vendor ticketing systems or contacts and provide the customer with necessary updates
  • Gather and document detailed problem information and troubleshooting steps
  • Utilize the internal Service Desk knowledgebase and procedures.Share documented resolution information with team members so that future issues are resolved faster
  • Gain a working knowledge of systems used and standard operational procedures that are in place
  • If needed, work with IT on-call engineers and/or vendor support contacts to resolve technical problems
  • Must have good communications skills and the ability to understand and translate technical information to/from non-technical users
  • Identify end user training opportunities based on user issues reported through the Service Desk
  • Provide feedback to management on ways to increase first call resolution and customer satisfaction
  • Other duties as assigned

Job Specifications:

Minimum

  • BS or BA degree in computer science, business administration or related work experience preferred but not required
  • 2+ years in a professional IT organization, Helpdesk/Service Desk or Customer Call Center experience preferred
  • Excellent communication skills (verbal and written) required to interact with customers, provide support and solve problems
  • Experience with the following:
    • Microsoft Windows and Office (Outlook, Excel and Word)
    • Client browsing applications such as Internet Explorer, Chrome and Firefox
    • Apple/MAC skills a plus
    • Mobile device or Point of Sale support experience a plus

Skills and Abilities

  • Must be able to work independently and in a team environment
  • Has the desire and aptitude to investigate and learn about new technology and troubleshooting processes
  • Requires taking initiative and having sound judgment
  • Excellent communication skills (verbal and written) required interacting with customers, providing support and solving problems
  • Time management skills along with organizational skills are required to manage tasks simultaneously
  • Interpersonal skills required to deal politely, courteously, patiently and confidently with all personality types
  • Strong problem solving skills required
  • Must be detail oriented
  • Ability to follow documented procedures with minimal supervision
  • Must have typing skills to efficiently log all reported problems
  • Prior telephone experience preferred
  • Must be proficient in MS Word, MS Excel, MS Access, MS Outlook and Internet Explorer
  • Ability to work varied schedules including holidays, evenings and weekends
  • Have access to reliable transportation since work schedule requires prompt arrival time
  • Ability to sit for long periods of time

Supervisory Responsibilities

  • None

Work Environment / Travel / Physical Demands

  • Normal office environment
  • Ability to work various schedules including evenings and weekends
  • Lifting of desktop equipment (less than 20 pounds)
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Amy, Senior Director, Financial Operations

I was driven to GNC because I believe in living a healthy lifestyle. GNC has provided me

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