at SunSource in Addison, Illinois, United States
Job Description
SunSource and its family of companies represent 200+ locations and 3,000+ employees making up one of North America's leading value-add industrial distribution companies. We provide customers with products and solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Service & Repair. www.sun-source.comIt's an exciting time to be a part of SunSource, we are a growing company seeking a highly talented and passionate Service Desk Analyst to assist with managing incidents, service requests and communication for our associates. This position will support our associates to improve our user experience and optimize user productivity. A successful candidate must be customer focused, be a strong problem solver and an effective communicator in a fast-paced environment. Essential Functions
- Creating incidents and service requests on behalf of customers.
- Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
- Apply enterprise service desk standards for accurate prioritization, categorization, and communication of incidents.
- Triage incidents accordingly and bringing them to a resolution in accordance with established enterprise service desk SLA's.
- Manage ticket queue backlog and working to improve efficiency to improve incident response and resolution.
- Execute provisioning activities associated with onboarding and off boarding employees.
- Level I administration of active directory, 0365 environment, CRM applications and ERP platforms.
- Diagnose and resolve incidents for diverse environment of hardware, software, and applications platforms.
- Participate in complex, specialized technical investigations to determine system and design standards and performance parameters for new products, platforms and associated network technologies, software, and systems.
- Administration of all computer hardware and software procurement.
- Contribute to the development of knowledge base information to improve self-service portal
- Bachelors Degree in computer science, information systems, or related field, or equivalent work experience
- 2+ of Hands-on experience in Helpdesk supporting Active Directory, O365 environment, Equipment, printers/other peripherals and different Software set ups.
- Preferably experience in Distribution and/or Manufacturing
- Preferably experience with ITIL Service Desk best practices
- In-depth and current knowledge of computer and mobility hardware and software
- Experience working in highly diverse product environments
- Experience participating on IT project teams and post project support.
- Experience supporting and administering Microsoft stack of products, CRM and ERP environments
- ERP Administrator/Operator experience a plus
- Demonstrate ability to learn new application platforms
- Ability to Multitask and work well under pressure in a team environment.
- Advanced collaboration, communication, and interpersonal skills
- Excellent analytical and problem-solving skills
- After hours availability and travel may be required
- Accountability: Demonstrates an understanding of the link between one's own job responsibilities and overall organizationa
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SunSource is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.
