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Associate Analyst, Service Desk - Corporate IT Job

Date: Feb 1, 2019

Location: King of Prussia, PA, US

Company: Arkema

Req Id 30471 - Posted 02/01/2019 - Information Systems & Technology - King of Prussia. Pennsylvania. US


 

Associate Analyst, Service Desk – Corporate IT (iTEAM)
Arkema Inc. - King of Prussia, PA


SITUATION IN ORGANIZATION

The Associate Analyst, Service Desk position reports to Lead, North America Service Desk located in King of Prussia, PA who reports to Manager, AMAS Central Services & North America Client Support.  There are a total of 4 positions performing this job.  This position does not formally supervise any other positions.
 

JOB DIMENSIONS

  • Provides iTeam Service Desk Level 1 telephone/email support of PC hardware, software, mobile devices, enterprise applications and users to North American client-base. 
  • iTeam Service Desk receives ~32,000 contacts annually
  • Supports ~ 3,400 clients across 38+ facilities in North America, including manufacturing facilities operating on a 24x7 schedule (After hours emergency coverage has a targeted / specific scope)
  • North American network & support base includes: 2,700 LAN accounts, 3,200+ workstations, 50+ public warehouses
  • Scope includes enterprise applications, remote connectivity, LAN connectivity, desktop applications, manufacturing applications, Windows operating systems, mobile devices, O365 messaging, Microsoft Teams, collaboration tools, etc. 
     

KEY ACTIVITIES AND RESPONSIBILITIES
 

Perform Level 1 support for incoming contacts to iTeam Service Desk, including:

  • Contacts received via phone call, email and voice mail.  Contacts include system issues, questions, service requests, training.
  • Evaluate, prioritize, troubleshoot, analyze, research and resolve Level 1 PC hardware/software, mobile device, and application incidents reported by clients. Answer client questions.
  • Assess issues for escalation to Level 2/3 iTeam support teams where indicated. Update Service Desk SharePoint knowledge database with technical support documentation. 
  • Demonstrate technology and provide ad hoc training on IT and PC processes to clients.  Direct clients to published documentation for sustainable knowledge transfer. 
  • Identify gaps in knowledgebase and generate new/revised user documentation as needed.
  • Observe and escalate trends in reported issues. Identify requirement to communicate information and status on widespread issues to client base. 
  • Rotating after-hours support:  Central point of contact for designated business-critical issues.  Receive client call, analyze issue.  Either resolve with client or transfer issue to responsible Level 2/3 iTeam personnel as required.
  • Record all incidents in global Service Management Tool (SMART).  Document resolutions in SMART. 
  • Record termination requests in WISP system. Triage and escalate uncategorized WISP tickets to proper iTeam support teams.  Process password resets for SAP, Windows, Domino, and other applications.

 

Other Duties as Assigned:

  • Perform ongoing monitoring of enterprise PC virus activity via Kaspersky anti-virus application dashboards and monitor PC health using NexThink tool.  Investigate virus alerts and make necessary updates on user PCs.  Resolve or escalate issues to Front Office Team (Level 3) as needed.
  • Execute assignments in the areas of user training, continuous improvement, documentation, software upgrades and deployment, application testing, etc.
  • Support global and regional iTeam project requirements as needed (hardware / software installs and upgrades, support documentation, user training, call tracking).
  • Participate in group collaborations for the rollout of projects including end user support troubleshooting
  • Update project team with status updates on support issues related to project(s) rollout
     

CONTEXT AND ENVIRONMENT

  • Limited travel possible (less than 5%)
  • Positions located in King of Prussia, PA or Wauwatosa, WI 
  • Urgency in emergency situations that require immediate attention and communication through resolution of the issue.
  • Provide after-hours support/issue forwarding for business-critical emergencies (rotational assignment; uses emergency alerts).
  • Contacts received via telephone, voice mail and e-mail.  Primary method of responding to client is via direct telephone contact and client-approved remote access to their workstation.
  • Use standard business tools to perform job:  SMART, WISP (built on ServiceNow), NexThink, Numara, Kaspersky, Active Directory, OS/Desktop utilities
  • Adhere to and support established global IT standards and policies for PC hardware and software.
  • Ability to physically move IT hardware in a safe manner.
  • Supports the site HES policy and complies with all regulatory and internal requirements
  • Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety,
  • SafeStart, etc.)
  • Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents
     

REQUIRED EDUCATION/QUALIFICATIONS /WORK EXPERIENCE

  • Bachelor’s Degree in Computer Science, Business, or related field or progress towards this preferred with related required work experience
  • 2+ years’ experience in an IT help desk team environment and/or a minimum of demonstrated knowledge of workstation applications and tools 
  • 2+ years’ experience/ skills in PC configurations, diagnostics/troubleshooting techniques
  • Preferred software skills in Windows Operating systems, Microsoft Outlook, Microsoft Office, Microsoft SharePoint, Internet Explorer and Chrome browsers, iPhone, WebEx, and other standard personal productivity and collaborative applications.
     

DEMONSTRATED COMPETENCIES

  • Demonstrate a high level of experience problem-solving, root cause analysis and troubleshooting.  Determine breadth of impact and provide  rapid development of corporate communications in response to enterprise-wide issues (System Status, 7500 Service Desk line)
  • Demonstrate effective customer service and problem solving skills.
  • Exceptional interpersonal skills required to work with people from a wide range of organizations and levels.
  • Excellent verbal and written communication skills.
  • Demonstrate ability to effectively interact within teams, and also work independently
  • Interest in learning various aspects of key activities to develop technical/business/professional knowledge needed at current and future position. 
  • Learns how own actions impact Arkema as a business. 
  • Compliance with safety procedures for a safe work environment.
  • Demonstrates interest and willingness to collaborate across the team, including knowledge sharing.
  • Works to balance and prioritize client service/support needs
  • Support and be a proponent of change as the business and technology evolves
  • Champion iTEAM and Arkema

A designer of materials and innovative solutions, Arkema shapes materials and creates new uses that accelerate customer performance. Our balanced business portfolio spans High Performance Materials, Industrial Specialties and Coating Solutions. Our globally recognized brands are ranked among the leaders in the markets we serve. Reporting annual sales of €8.3 billion in 2017, we employ around 20,000 people worldwide and operate in some 55 countries. We are committed to active engagement with all our stakeholders. Our research centers in North America, France and Asia concentrate on advances in bio-based products, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation. 

Arkema Inc.  provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence.


Nearest Major Market: Philadelphia

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