Service Desk Analyst

Position Overview

This position delivers professional customer support of technology services to Foremost Farms employees and stakeholders.  As a member of the Service Desk team, delivers onsite and remote support and provides high quality technology experiences to the people they support.  The position fulfills requests and resolves incidents ensuring that consistency and quality is maintained and that service targets are met in accordance with all company policies and procedures.  The position is expected to work effectively as a member of the Service Desk team and its on-call rotation to provide service and support and proactively drive service improvements.  

Key Accountabilities

IT Customer Support

• Provide prompt, professional IT customer support via all support channels including walkup, email, phone, and chat

• Promotes a professional Service Desk image

IT Incident and Request Management:

• Resolves incidents and fulfills requests according to SLAs

• Performs troubleshooting with customers

• Records and tracks incidents from onset to conclusion

• Identifies and classifies incident types and service interruptions

• Documents symptoms and resolutions

• Engages with other teams to resolve complex or unresolved incidents

• Uses experience to address customer issues

• Interrogates knowledgebases for potential solutions.

IT Service Management and Continuous Improvement

• Follows ITSM processes for Change, Problem, and Knowledge management practices

• Apply, monitor and understand service standards

• Monitors service delivery channels and collects performance data.

• Assists with the specification, development, research and evaluation of services standards.

• Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

User Provisioning and Onboarding

• Assists with new user IT training

• Provisions and deprovisions user accounts

• Fulfills access requests

Perform on-call responsibilities

• Follow schedule with other team members to be on-call 24/7

• Acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements

Other related duties as assigned.

Minimum Qualifications

1. Associate degree in computer science, business or related field or equivalent.

2. 1-3 years of job-related experience.

Preferred Qualifications

1. Bachelor’s degree in computer science or business or related field.

Key competencies

• Facilitate trusting relationships through effective communication, follow through on commitments, resolving conflicts and recognizing the good work of others.

• Regularly challenge the status quo by identifying opportunities for improvement, challenging the current state, and understanding that change and growth are ongoing.

• Develop innovative solutions by bringing and supporting new ideas and thinking.

• Demonstrate agility and resilience with open mind, flexibility, and support of others in difficult situations.

• Communicate to share relevant information proactively and brings others along.

Physical Setting

Job Setting:  hybrid; remote and corporate office as needed.  On-call rotation responsibilities.

BENEFITS:

Because you and your family matter, Foremost Farms offers some of the best benefits in the area! Our comprehensive medical plan includes health, vision, dental, and prescription insurance. You can choose to enroll in a single or family plan with low monthly premiums and low annual deductibles ($250/$500). Other benefits include:

• 401(k) with a generous company contribution (100% match on up to 8% deferral)
• Paid time off, starting at 200 hours (25 days)
• 10 Paid holidays
• Paid parental leave (6 weeks paid at 100%)
• Flexible spending accounts – for medical and dependent care (childcare) expenses
• Life and disability insurance
• Employee Assistance Program
• Option: Get paid every day with daily pay!
• Referral program
• Advancement opportunities!

Don’t meet every single requirement? At Foremost Farms we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.