Service Desk Support Analyst
Company: Disability Solutions
Location: El Segundo
Posted on: April 28, 2024
Job Description:
KARL STORZ is currently looking for a Service Desk Support
Analyst. This role will act as the central point of contact for
handling business partners' technical support issues. The Support
Analyst will be responsible for responding to issues by gathering
all necessary information and to provide resolution during the
initial contact or forward the issue to the correct support team
for resolution. The primary focus is phone support and resolution
of incidents and service requests submitted via Self Service, as
well as solution documentation. The Support Analyst will perform
occasional deskside support.This is an onsite role that is based at
our El Segundo, CA office.RESPONSIBILITIES:
- Provide excellent customer service by ensuring that support
services are delivered to meet business partner needs and
expectations.
- Adhere to and promote Service Desk policies and
procedures.
- Work with business partners to collect information pertaining
to requests/incidents. Log call tickets accurately and completely
using the ticketing system.
- Resolve tickets as capable and where resolution is not possible
assign ticket to the appropriate team.
- Perform desktop and laptop system setup for on-boards and
refreshes.
- Perform data transfer and inventory management tasks for
off-boards.
- Perform moves, adds and changes.
- Maintain accurate asset records.
- Establish strong working relationships and understanding
between the Service Desk and other IT support teams.
- Notify users as requested by the resolving area and close call
tickets when resolution is confirmed with IT support team.
- Provides support for meetings (audio/video).
- Maintain knowledge of Support procedures, business area
processes, desktop applications and tools through established
knowledge management tools.
- Develops and maintains an understanding of Service Level
Agreements. Seeks opportunities to improve knowledge, skills and
performance and is receptive to developmental feedback.
- Provides common structured communication to business partners,
management and other IT team members as related to incident
management.
- Work with project teams to ensure the smooth transition and
rollout of new services and products to our business partners.
- Perform asset management tasks to ensure accurate
inventory.
- Perform other duties as assigned REQUIREMENTS:
- High School Diploma or equivalency.
- Two to three years in a Call Center Service Desk
environment.
- One to two years of experience in an IT support role.
- Self-motivated team player.
- Good written, organization and interpersonal skills.
- A flexible approach to an ever-changing environment.
- Professional and courteous approach.
- Good organizational skills.
- Excellent communication skills including a good telephone
manner.
- The ability to prioritize large volumes of work while
maintaining a high quality of service and working to strict
deadlines.
- The ability to use troubleshooting skills to resolve inquiries
professionally and accurately.
- Working experience with Windows OS, Apple OS, Active Directory,
MS Office Suite, ticketing systems, call center, mobile devices and
anti-virus/spyware.
- Working experience with desktop, laptop and thin client
hardware.
- Working experience with peripherals such as printers and desk
phones.
- Familiar with ITIL processes and framework. ITIL v3 or 2011
certification a plus.
- Help Desk and/or Desktop Support technical certification a
plus.
- Must be able to drive safely for business travel; travel may be
required for training or to other KARL STORZ offices.
- Must be able to sit for long periods of time.
- Must be able to lift 50 lbs, and access constrained areas such
as wiring closets and service provider demarcation points.
#LI-CW1Your Benefits
- Medical / Dental / Vision including a state-of-the-art wellness
program and pet insurance, too!*
- 3 weeks vacation, 11 holidays plus paid sick time*
- Up to 8 weeks of 100% paid company parental leave**
- 401(k) retirement savings plan providing a match of 60% of the
employee's first 6% contribution (up to IRS limits)
- Section 125 Flexible Spending Accounts
- Life, STD, LTD & LTC Insurance
- We prepay your tuition up to $5,250 per year! - Tuition
pre-imbursement
- Fitness reimbursement of up to $200 annually
- Employee referral program of up to $2,000 per hire
- And much more! *Field sales, internships, and part-time
employees are not eligible except where required by state law.
Non-employees, including temporary workers and consultants, are not
eligible to participate in the KARL STORZ benefits program. **To
include, maternal/paternal leave, adoption, and fostering of a
child. KARL STORZ reserves the right to change or modify the
employee's job description whether orally or in writing, at any
time during the employment relationship. Additionally, KARL STORZ,
through its supervisors, may require an employee to perform duties
outside their normal description within the sole discretion of the
supervisor. Employees must comply will all applicable KARL STORZ
policies and procedures.Credentialing requirements at KARL
STORZKARL STORZ is committed to maintaining a safe work environment
for our employees and customers. Most field-based roles at KARL
STORZ require hospital credentialing/health screens as a condition
of employment. Credentialing can include required vaccinations,
health screens & other requirements as outlined by our customers.
During the interview process, we encourage you to ask how
credentialing/health screens may impact the role you are seeking
and if you require any reasonable accommodations regarding these
requirements.Pay TransparencyThe pay range and/or hourly pay rate
listed is a good faith determination of potential base compensation
that may be offered to a successful applicant for this position at
the time of this job posting and may be modified in the future.
When determining a specific team member's base salary and/or hourly
pay rate, several factors will be considered including such things
as location, specialty, service line, years of relevant experience,
education, professional credentials, internal equity, and the
amount budgeted for the role.Equal Employment Opportunity &
Reasonable Accommodation StatementKARL STORZ is committed to
creating an inclusive space where employees are valued for their
skills and unique experiences. To achieve this goal, we are
committed to diverse voices, and all applicants will receive
consideration without regard to race, color, sex, national origin,
disability, veteran status, or any other protected characteristic.
KARL STORZ is also committed to providing reasonable accommodations
during our recruitment process. Should you need assistance or
accommodation please email us at taoperations@karlstorz.com.Get in
Contact
Keywords: Disability Solutions, South Gate , Service Desk Support Analyst, Professions , El Segundo, California
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