MSD Support Analyst - Service Desk 

United States, Ohio, Cincinnati 

303607382

Job Description

Support Analyst – Service Desk

• Looking for a different challenge as a Service Desk Support Analyst whereby you can still utilise your skills?

• Permanent full-time opportunity with competitive renumeration and benefits

• You will be based in Hamilton, NZ with a hybrid working model

• Work with a high performing, agile and passionate team

You will work directly with customers to understand, log, and triage their requests through our key systems. You will also help proactively monitor, troubleshoot, and escalate potential issues identified on customer sites via our remote monitoring and support tools.

Responsibilities include, however not limited to:

• Be the initial point of contact for customer technical support calls and related emails.

• You will systematically and logically work through software and hardware queries, resolving where possible, and escalating if required.

• Provide a professional, emphatic, and consistent customer experience through strong communication and ownership.

• Evaluate system performance using our remote monitoring and alert system “Splunk” and other support tools.

• Record, triage and track customer queries and requests as well as manage all relevant information through the company’s CRM system(s).

• Collaborate with the development team to improve and optimise products as well as the end-to-end customer experience.

• Maintain and update the knowledge base and troubleshooting guides for providing both internal and external support from the Service Desk as well as produce or collaborate on Standard Operating Procedures (SOPs) where deemed necessary.

• Stay up to date with the latest product releases and to be responsible for providing training to customers on how to manage and utilise their hardware and software systems.

• Accepting of changes to the regular roster to deal with peak seasonal periods of customer support. This may require some weekend work and irregular hours.

Required:

• Relevant tertiary qualification (e.g., Information Technology, Electronics, Radio, Electrical); or a minimum 2 years’ experience in a related field.

• Excellent written and verbal communication skills.

• Ability to build strong internal and external relationships.

• Ability to empathise with internal and external customers.

• Strong time management with the ability to effectively prioritise and manage demands from external customers in geographically different parts of the country (and at the times the world) as well as internal staff and teams.

• Excellent problem-solving skills and the ability to resolve issues in a systematic and consistent manner.

• Strong self-motivation.

• Ability to effectively work and collaborate as part of a team.

• Willingness to be a continual learner and seek out ways to continually improve the service and support provided from the Service Desk team.

• Experience using the Microsoft Office Application Suite in particular Excel, Outlook, and Word.

Advantageous:

• Previous experience within an IT Service Desk or customer facing support role.

• Dairy farm experience and understanding the operation of the milking process.

• Experience and/or qualifications in database management including SQL.

• Reporting and Analytics skills and experience.

• Experience and understanding of Splunk monitoring system.

• Ability to at times remotely deliver training to customers on process, hardware, software and troubleshooting.

What You Can Expect

• Joining acollaborativeteam oflikeminded individuals

• Have exposure across the company within various specialist teams

• An opportunity to build a solid career and be part of a structured supportive team, in an expanding organisation

Current Contingent Workers apply

Hazardous Material(s):

Job Posting End Date:05/15/2024

A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.