Shift: Mon-Fri 7:00am-4:00pm. OT is available if approved for situations such as an analyst working through a lunch.
Spanish Bilingual Service Analyst Associate I
Description
The Service Analyst job family forms part of the Service Management track within the IT function. Members of this family provide support to end-users and provide pro-active monitoring of CLIENT's computer system through ITIL methodology best practices of Incident, Problem and Knowledge centered support.
Position Description
Individuals in this job position perform work at the intermediate level within this job family.
The IT Service Analyst I (ISAI), located in Cranberry Township, PA, provides support to end users and IT systems on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.
Performs pro-active monitoring of CLIENT's computer systems through appropriate tools.
Documents, tracks, and monitors problems to ensure timely resolutions.
Works directly with customers on resolving problems that typically take greater time and experience to resolve.
Participates in various projects to monitor and improve responsiveness to customer. Plans and monitors goals.
Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.
Minimum Required Qualifications
Bilingual language skills (Spanish) required.
A 4-year degree in Information Technology, or related discipline
1-3 years technical support experience in a computer-related area
Knowledge of commonly used concepts, practices, and procedures in the related field
Working knowledge of related ITIL standards or best practices
Intermediate knowledge of infrastructure support components
Standard desktop, tools & utilities
Server operating systems, tools & utilities
IT networks and voice services
IT security and Disaster recovery
Process control and monitoring
Call Center technologies
Preferred Skills
1 year of experience in our Global IT Service Desk function is highly preferred
Advanced troubleshooting skills
Successful completion of the IT Entry Logic and Problem-Solving Test
Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
Strong analytical, communication, problem solving, and organizational skills
Ability to work without close supervision while ensuring that tasks are done effectively and consistently
Strong verbal communication skills, including the ability to document operations procedures
Ability to effectively work independently or in a team environment
Ability to effectively interact with a diverse user base
Availability to work rotating shifts and holidays
Ability to work in an office or retail store environment with sensitivity for safety and physical security
Success Factors: Prime Success Factors (focus on results, drive change, promote teamwork, build trust & respect, understand market & customer perspective) plus the following:
Attend to Detail
Communicate and Share Information
Manage Complexity
Solve Problems
Take Responsibility.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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