JOB SUMMARY:
The Technology Service Desk analyst position is responsible for providing the frontline, single point of contact for business partners requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events that come into the Technology Service Desk (24x7). The RLC analyst must combine World Class customer service and is also a technical expert that uses those skills to ensure that TO’s business partners needs are handled on the initial contact, as often as possible.
JOB REQUIREMENTS:
B.S. degree in a technology-related field, preferred
1 to 3 years’ experience in computer/technology field, preferred
Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport
Ability to build and maintain relationships within IT and other departments
Demonstrated willingness to take ownership of technical issues
Exceptional analytical abilities and problem-solving skills
Ability to manage multiple tasks and multiple priorities
Ability to make decisions with little or no management input and in absence of prior existing guidelines
Self-starter, initiative, and independent thinking
Strong customer service skills
Strong oral and written skills
Comprehensive knowledge of the Southern Company IT software and hardware configurations including but not limited to: Desktop configurations (PC’s, printers, phones/radios), Network configurations, and Window 10, etc.
Comprehensive knowledge of LAN/WAN technology
Working knowledge of mainframe technology and associated applications
Working knowledge of access technologies, and telecommunication terminology
Comprehensive knowledge of Remedy Event Management System
MAJOR JOB RESPONSIBILITIES:
Consult with business partners – 65%
The Technology Service Desk analyst position requires the analyst to be available to take calls, utilizes phone and voice communication technologies to interact with business partners, responding to support needs in a timely fashion with excellent customer service. The analyst in this position must strive to increase the value received from end-user technology products by communicating and educating others about current products and/or future products, and acts as a coordinator, performing communication touchpoints with Infrastructure Operations Center, Application Portfolio teams and products owner, Workplace Support, etc.
Communication and Teamwork – 25%
The analyst in this position also follows established processes and procedures and adheres to all Sarbanes-Oxley controls. The analyst should demonstrate teamwork when working with other technology departments and key business units; to inform appropriate parties when issues arise with product deployments, updates, and changes, as well as degraded service.
Other responsibilities – 10%
The Technology Service Desk analyst must ensure that all incidents are completely and appropriately documented so that trend analysis and call avoidance analysis can be completed. This position is a technical expert who consults with and fixes technology issues for clients and develops solutions. This position is critical for ensuring that business partners’ technology needs are met and that business partners are satisfied.