IT Service Desk Analyst

About the role:

WEG Electric Corp. has an excellent opportunity for an IT Service Desk Analyst. The WEG Electric Corp Information Technology team is responsible for providing infrastructure and system support services to WEG Group companies in the US. Our mission is to support technology by delivering efficient and cost-effective solutions and services to our customers and business units.

This position aids support requests to the US IT Service Desk. The Service Desk Analyst will provide support and maintenance to hardware, software and system problems by researching and troubleshooting reported issues using available information and resources. The role consists of supporting facility IT computing services, devices, applications and site-specific systems and infrastructure hardware and software. The role will liaison with onsite Infrastructure Analysts and other experienced members of the US support team ensuring support requests are handled with care, urgency and completed timely. This role may participate and own tasks in small related IT projects. The individual must demonstrate strong interpersonal skills while providing excellent customer service.

Primary Responsibilities:

• Field incoming support requests to the Service Desk and resolve or escalate problems quickly and effectively.
• Record, track, document problems and actions taken to final resolution.
• Process first-in first-out requests based on priority. Escalate unresolved issues to the appropriate team when required.
• Provide timely feedback and up keep communications on all support requests.
• Research, diagnosis and resolve issues via phone, email, chat, walk-ins in a timely, customer-focused manner.
• Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, desktop applications, printers, computer peripherals and other IT related devices.
• Evaluate and provide necessary support to access related requests.
• Assist with on-boarding and off-boarding procedures.
• Participate in PC setup using standard images, hardware and software.
• Test fixes to ensure problem(s) have been adequately resolved.
• Provide support for unified communications, desktop phones and conference rooms.
• Provide and assist in writing technical and support related documents for knowledge base articles.
• Maintain accurate updated documentation while performing essential job duties.
• Understand ITSM framework and perform service requests and adhere to SLAs.
• Assist other analysts with support, troubleshooting and fulfillment processes.
• Participate in IT projects, own specifics tasks, work independently and provide accurate communication.
• Other duties and tasks as assigned.

Education:

• Computer Information Systems or comparable job experience in Information Technology.

Knowledge / training:

• Knowledge of infrastructure and computer hardware, software and applications.
• Knowledge of Windows operating systems - Windows 7, 10, 11, and iOS phone devices.
• Understanding of warehouse/shipping hardware, software, and printing.
• Experience in application support, O365, SAP, SSO, LAN, WAN, VPN technologies.
• Strong communication and documentation skills
• Technical Certificate or Associates Degree preferred

Experience:

• 1 years’ experience in an IT Service/Help desk setting or IT Support role.
• Experience in an IT environment supporting desktops, laptops, peripherals, mobile devices, networking.
• Tier 1 technical level support of computers, printers, and applications.
• Familiar with SAP functions and transactions is a plus
• Experience working in projects, above average troubleshooting skills, self-starter, and highly motivated.