Springfield, IL
Service Desk Analyst
What We Do
RL Canning Inc. is a global provider of information technology consulting and managed services. We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services. Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.
Our Mission
Make a difference to our customers with our people, a dedicated team that shares a passion for excellence and commitment to our mission and values.
About the Role
The Service Desk Analyst coordinates, processes and resolves incidents and requests related to the support of technology products, infrastructure, business processes, and enterprise services. This role takes full responsibility for handling customer interactions through satisfaction with established policies, procedures, and service levels.
Responsibilities
RL Canning Inc. is a global provider of information technology consulting and managed services. We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services. Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.
Our Mission
Make a difference to our customers with our people, a dedicated team that shares a passion for excellence and commitment to our mission and values.
About the Role
The Service Desk Analyst coordinates, processes and resolves incidents and requests related to the support of technology products, infrastructure, business processes, and enterprise services. This role takes full responsibility for handling customer interactions through satisfaction with established policies, procedures, and service levels.
Responsibilities
- Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents.
- Uses knowledge management techniques to advance their own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable.
- Provides information related to status updates, error resolution, changes in availability, and facilities.
- Assists users in using information technology processes, products, and services more effectively.
- Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress, and resolution.
- Other duties as assigned.
Required Qualifications
- Professional technical or IT support experience is strongly preferred.
- An associate’s degree in Information Technology or other related certification programs is strongly preferred.
- Strong understanding of information technology systems including end-user computing devices, software, applications, and basic network systems.
- Ability to learn quickly, advance knowledge, and broadly apply new concepts to satisfy various customer issues and requests.
- Demonstrated working experience balancing multiple priorities and shifting focus to meet the demands of the business.
- Strong understanding of regular end-user resolution processes, including account password, resets, and network access issues.
- Must have excellent customer service skills and focus with demonstrated experience working with customers to diagnose and resolve problems.
- Excellent interpersonal, communication, and problem-solving skills with a clear understanding of the value of customer convenience and experience.
- Strong familiarity with Microsoft Office Suite, Gmail, Google Docs, and Chrome.
- COVID-19 Vaccination preferred.
Who We Are
For over 20 years, we’ve worked with customers from Fortune 1000 companies to Government organizations. What we have learned through this experience is that our customers appreciate our innovative solutions, adaptable services model, and our collaborative approach. We offer a wide range of services and have a broad base of capabilities including, but not limited to the following:
- Digital Transformation
- IT Service Desk/End User Support
- Configuration Management
- IT Asset Lifecycle Management
- Site Support Services
- Project Management
Why Join Us?
We offer a positive and supportive working environment, and full benefits including Medical, Dental, Vision, 401K, Life Insurance, short-term disability, and long-term disability, along with six paid holidays, paid time off, and more.
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