IT SERVICE DESK ANLST SR

Ashley Furniture HomeStore

  • Tampa, FL
  • Permanent
  • Full-time
  • 13 hours ago
Description :Build Your Career with AshleySENIOR SERVICE DESK ANALYSTWhat Will You Do?The Senior Service Desk Analyst is responsible for proper prioritization, logging, and initial troubleshooting of all incoming requests for support from internal and external users via phone email, and chat in a pleasant and professional manner. This position will perform troubleshooting of all Ashley developed applications and websites, all operating systems, other commercially developed software, and hardware. In addition, the Senior Service Desk Analyst will be a point of escalation and provide direction for issue resolution to analysts. The Senior Service Desk Analyst will play a vital role in the process for Major Incident management. The Senior Service Desk Analyst will adhere to the company computer usage policy, systems development standards and other company and departmental policies and processes. Lead a team of project managers including setting goals, developing a training plan to upskill, hiring as needed, and conducting annual reviews.
  • Assist users in the resolution of problems related to systems operations.
  • Continuously deliver clear, concise, timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible.
  • Monitor team ticket queues and assign out tickets per policy to other analysts and escalate to other teams as necessary
  • Resolve ticket escalations of user IT issues.
  • Improve future resolution of incidents by identifying the need for new and improving existing knowledge articles.
  • Demonstrate core values of People, Service Excellence, Trustworthiness, Process Simplicity and Product Value.
  • Cordially and professionally interact with customers, vendors, superiors, peers and others.
  • Lead the Major Incident process by coordinating multiple IT team’s efforts and providing business stakeholders with timely communications during High or Critical Incidents.
  • Supply more junior staff with guidance and support as needed.
  • Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
What You Need?
  • Associate degree in Computer Science, Information Systems or related field or equivalent work experience, Required
  • 2 years experience providing technical support in a corporate environment, Required
  • ITIL Foundations V4 or ability to obtain within 6 months
Knowledge, Skills and Abilities ·
  • Experience supporting PCs running Windows and Mac OS ·
  • Experience diagnosing various hardware, peripherals and software problems and PC and Mac computers ·
  • Experience working with wired and wireless network attached devices ·
  • Advanced understanding of applicable hardware and software systems ·
  • ITIL Support Standards for Incident, Problem and Change Management ·
  • Strong verbal and written communication skills ·
  • Strong interpersonal skills, with a focus on rapport-building, listening and questioning skills ·
  • Strong documentation skills ·
  • Strong attention to detail ·
  • Advanced experience with Windows and Mac desktop operating systems. ·
  • Extensive application support experience ·
  • Good understanding of the organization’s goals and objectives ·
  • Working knowledge of a range of diagnostic utilities ·
  • Effective time management and organizational skills ·
  • Work independently as well as in a team environment ·
  • Analytical and problem-solving skills · Maintain confidentiality ·
  • Working knowledge of Continuous Improvement ·
  • Handle multiple tasks simultaneously within established time constraints ·
  • Perform under strong demands in a fast-paced environment ·
  • Display empathy, understanding and patience with employees and external customers ·
  • Respond professionally in situations with difficult employee/vendor/customer issues or inquiries
Who Are We?At Ashley, we’re more than a business…we’re family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We’re problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for status quo. It’s the reason we’re always searching for better ways to delivering an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.
Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.
Apply today and find your home at Ashley!Benefits We Offer
  • Health, Dental, Vision, Employee Assistance Program
  • Paid Vacation, Holidays, and Your Birthday off
  • Generous Employee Discount on home furnishings
  • Professional Development Opportunities
  • Ashley Wellness Centers (location specific) and Medical Tourism
  • Telehealth
  • 401(k) and Profit Sharing
  • Life Insurance
Our Core Values
  • Honesty & Integrity
  • Passion, Drive, Discipline
  • Continuous Improvement/Operational Excellence
  • Dirty Fingernail
  • Growth Focused
About
To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:
Corporate Social Responsibility
We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.

Ashley Furniture HomeStore