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Service Desk Analyst I

RL Canning

This is a Full-time position in Springfield, IL posted May 3, 2021.

What We Do

RL Canning Inc.

is a global provider of information technology consulting and managed services.

We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services.

Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.

Our Mission

Make a difference to our customers with our people, a dedicated team that shares a passion for excellence and commitment to our mission and values.

About the Role

The Service Desk Analyst coordinates, processes and resolves incidents and requests related to the support of technology products, infrastructure, business processes, and enterprise services.

They take full responsibility for handling customer interactions through satisfaction with established policies, procedures, and service levels.

Responsibilities

Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents.

Uses knowledge management techniques to advance their own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable.

Provides information related to status updates, error resolution, changes in availability, and facilities.

Assists users in the more effective use of information technology processes, products, and services.

Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress, and resolution.

Other duties as assigned.

Required Qualifications

Professional technical or IT support experience strongly preferred.

Associates Degree in Information Technology or other related certification programs strongly preferred.

Strong understanding of information technology systems including end-user computing devices, software, applications, and basic network systems.

Ability to learn quickly, advance knowledge, and broadly apply new concepts to satisfy various customer issues and requests.

Demonstrated working experience balancing multiple priorities and shifting focus to meet the demands of the business.

Strong understanding of regular end-user resolution processes, including account password resets and network access issues.

Must have excellent customer service skills and focus with demonstrated experience working with customers to diagnose and resolve problems.

Excellent interpersonal, communication, and problem-solving skills with a clear understanding of the value of customer convenience and experience.

Strong familiarity with Microsoft Office Suite, Gmail, Google Docs, and Chrome.

Who We Are

For over 20 years, weve worked with customers from Fortune 1000 companies to Government organizations.

What we have learned through this experience is that our customers appreciate our innovative solutions, adaptable services model, and our collaborative approach.

We offer a wide range of services and have a broad base of capabilities including, but not limited to the following:

Digital Transformation

IT Service Desk/End User Support

Configuration Management

IT Asset Lifecycle Management

Site Support Services

Project Management

Why Join Us?

We offer a positive and supportive working environment, full benefits including Medical, Dental, Vision, 401K, Life Insurance, short-term disability, and long-term disability, along with six paid holidays, paid time off, and more.

** RL Canning is an Equal Opportunity Employer.

All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.