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For your reference, we have included the original job posting below.
Service Desk Analyst
Job Number:
42752266
Company Name:
Hubbell, Inc.
Job Location:
Mohnton, PA US
Job Category:
Information Technology
Service Desk Analyst
Position Overview:
The Service Desk Analysts main role is to facilitate support of the business systems, company supplied technology and the IT infrastructure for Hubbells enterprise. The Service Desk Analyst is responsible for ensuring that Hubbells end users and e-commerce business partners can accomplish business tasks. Being the first point of contact for all support, the Service Desk Analyst will receive, prioritize, document, and actively resolve company-wide user service requests which will involve the use of diagnostic and service request tracking tools. This position entails working on the phone with end-users and external customers to resolve issues. We also require flexibility in scheduling as needed. We currently cover from 7:00am to 6:00pm EST and respond to calls/pages after hours when needed as part of an on-call rotation.
Responsibilities include:
Field incoming help requests from end users via our call center and various other communication methods (email/self service) in a courteous manner.
Evaluate the criticality of the issue and escalate requests to the appropriate support contacts.
Process forms and support the enforcement of Hubbell policies and procedures
Build a rapport with and elicit problem details from users and customers.
Take ownership in monitoring, tracking and communicating user issues as well as resolution and recovery of incidents not assigned to second-line support.
Ensure follow-up and closure of incidents.
Make callbacks and going into technical deep dive troubleshooting to get down to the root cause of issues for which immediate resolution is not apparent. This includes software applications, hardware, telecommunications and security issues.
Update the Knowledge Base of problems, solutions, tips, and standard procedures.
Create documentation for internal (within the team) use as well as external (distribution through Hubbell) for common procedures, user guides and FAQs.
Assist with the evolution of the Help Desk processes and system throughout the enterprise.
Administer/Maintain User Accounts, other system maintenance, auditing, reporting and other duties as needed when requested.
Provide system maintenance and outage notifications to the user community as required.
Education and Work Experience Required:
This position requires a Bachelor's degree with a minimum of one (+) year of IT Service Desk related experience or an Associate's degree with a minimum of three (+) years of IT Service Desk related experience.
Strong written and verbal communication skills are needed.
Bilingual English / Spanish (verbal and/or written) communications skills are a plus.
Experience with Remedy's ticketing system or an equivalent system is also a plus.
Should be well versed in current operating systems and Microsoft office applications.
