Title : Helpdesk RepresentativeI

Location : PA CranberryTownship 16066

Description :

The Service Analyst job forms part of the ServiceManagement track within the IT function. Members of this familyprovide support to endusers and provide proactive monitoring ofPPGs computer system through ITIL methodology best practices ofIncident Problem and Knowledge centered support.

Start Datedesired : 05 / 20 / 2024 (Can accommodate for after this date)

End Date : 4 months from the startdate with intention to extend

Onsite / Remote : Thejob is currently in office on Tuesdays Wednesdays and Thursdays andremote work from home on Monday and Friday.

We have 3 days ofindoor training at the Cranberry location and then the contractorwill work remote. This is subject to change at any time.

Because ofthis applicants would need to be able / willing to come intotheCranberry office if regulations changed. At this time we do nothave a date that analysts will be asked to work full time in theoffice.

PositionDescription

Individuals in this job positionperform work at the intermediate level within this jobfamily.

The IT Service Analyst I (ISAI) locatedin Cranberry Township PA provides support to end users and ITsystems on a variety of issues.

Identifies researches and resolvestechnical problems. Responds to telephone calls emails andpersonnel requests for technical support.

Performs proactivemonitoring of PPGs computer systems through appropriate tools.Documents tracks and monitors problems to ensure timelyresolutions.

Works directly with customers on resolving problemsthat typically take greater time and experience to resolve.Participates in various projects to monitor and improveresponsiveness to customer.

Plans and monitors goals. Incumbentsare service matter experts and promote instructions frompreestablished guidelines to resolve issues.

Minimum Required Qualifications

Bilingual language skills (French) required.

A2year degree in Information Technology or relateddiscipline

13 years technical supportexperience in a computerrelated area

Knowledgeof commonly used concepts practices and procedures in the relatedfield

Working knowledge of related ITILstandards or best practices

Intermediateknowledge of infrastructure support components

oStandard desktop tools & utilities

o ITnetworks and voice services

o IT security andDisaster recovery

o Process control andmonitoring

o Call Center technologies

Preferred Skills

1 year of experiencein our Global IT Service Desk function is highlypreferred

Advanced troubleshootingskills

Successful completion of the IT EntryLogic and Problem Solving Test

Stronganalytical abilities to quickly resolve technical problems evaluatealternative approaches and to recommend the most feasible andeconomical solutions

Strong analyticalcommunication problem solving and organizational skills

Ability to work without close supervision while ensuringthat tasks are done effectively and consistently

Strong verbal communication skills including the abilityto document operations procedures

Ability toeffectively work independently or in a team environment

Ability to effectively interact with a diverse userbase

Availability to work rotating shifts andholidays

Ability to work in an office or retailstore environment with sensitivity for safety and physicalsecurity

Success Factors : Focus on results drivechange promote teamwork build trust & respect understand market& customer perspective plus the following :

Attend to Detail

Communicate and ShareInformation

Manage Complexity

Solve Problems

TakeResponsibility

Shift :

MonFri 7 : 00am4 : 00pm 8 : 00am5 : 00pm9 : 00am6 : 00pm Saturday 7 : 00am4 : 00pm. OT is available if approved forsituations such as an analyst working through a lunch.

We do 40 hour weeks and rotating shift weeks so its eitherMF 74 MF 85 MF 96 or TS 74

everyone on the teameventually works each shift but you are assigned a shift for theweek and its steady. its still only 40 hours as they would get adifferent day off during the week.

BestRegards

ShashikumarG

Technical Recruiter

Last updated : 2024-05-25