Service Desk Analyst-Level 1 in South Beloit, IL at Altra Industrial Motion Corporate

Date Posted: 2/17/2021

Job Snapshot

Job Description

SUMMARY

Join our IT Service Desk team as we work together to drive process improvement, increase focus on measuring and managing service delivery, and engage deeply with our end users in leveraging technology across the enterprise. We're looking for aptitude, attitude and technical potential to develop into a larger role with the organization. Service desk is the global customer contact point for infrastructure, security, applications, hardware and software acquisition, configuration and delivery, mobile services and devices, communication, enterprise social networking – leveraging a global landscape consistently configured and deployed based on core Microsoft technology. This is an opportunity to learn the organization, the technical infrastructure and software landscape, and identify your best potential for growth.

Essential Duties and Responsibilities

  • Primary role is that of providing first level support through taking call and handling resulting incidents and Service Requests, using the incident management and request fulfillment process, in line with Service Desk objectives.
  • Provide technical assistance related to computer systems, software, and hardware.
  • Work with Service Desk Analyst Level 2 when assistance is needed.
  • Maintain a customer service ethic and ensure high quality of service is provided to all internal and external users.
  • Monitor the daily performance and maintenance of all computer and networking systems.
  • Report to management on any issue that could significantly impact the business.
  • Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
  • Adopt and support the department’s continual improvement efforts to as it relates to performance, process and service level improvement and customer satisfaction.
  • Assist in ensuring that knowledge management systems and documentation are kept up to date.
  • Provide on-site support at other designated location(s) when deemed necessary.
  • On call rotation that may require occasional after-hours support.

Critical Competencies 

  • Interpersonal Skills: Ability to communicate well with users/customers/coworkers – verbal, in-person, e-mail, chat.
  • Must be able to work as a team, including local and remote members to meet service objectives.
  • PC hardware/software skills: Windows 10, Microsoft Office/O365, Anti-virus, troubleshooting, etc.
  • Basic problem solving and issue resolution.
  • Leverage service desk ticketing system to resolve incidents, support problem resolution and system outages, and fulfill service requests to meet service level objectives and customer expectations.
  • Able to provide excellent customer service.

The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.

Job Requirements

Education and Experience Requirements

  • Currently enrolled in an Information Technology related degree program or 1 year of computer support related experience.
  • Industry certifications (A+, ITIL Foundation, Cisco) is preferred.
  • Has competencies with supporting Windows-based devices, operating systems and software.
  • Prior Information Technology service desk or call center customer service-related experience is preferred.

EEO Statement: The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you have a disability and need assistance accessing or using this website to apply for a position, you can request assistance by sending an email to assistance@altramotion.com.