Global Service Desk Analyst I
Westinghouse Electric, Rock Hill, South Carolina, United States, 29732
Overview
Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.
About the role As a Service Desk Tier 1 Analyst you will provide first level support by resolving IT incidents and Service Requests. The Tier 1 Analyst is the first contact at the Westinghouse Service Desk and will escalate to Tier II when applicable. You will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse. You will gather and analyze information about the user\'s issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. You will meet the Service Desk Service Level Agreement and Goals.
You will report to the Service Delivery Team Lead and be located onsite in Rockhill, SC.
Responsibilities
Assure smooth handling of individual problems from call-in through resolution, practicing Total Contact ownership.
Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone, Email and chat queues.
Qualifications
Associates degree in Information Technology or equivalent
1+ years of experience in a Service Desk Role
HDI Helpdesk Professional or ITIL Foundations Required
Basic Network Administration understanding
Knowledge of hardware and software
Protocol and OS Knowledge
You have experience with Windows operating systems
You have experience with IOS
You have experience handling customer technical support calls
1 or more years of experience providing remote phone support
We are committed to transparency and equity in all of our people practices. The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $49,534 to $63,440 per year.
#LI-Onsite
Why Westinghouse? Our benefits package is tailored to meet the diverse needs of our employees, while also promoting wellness and career growth. The following are representative of what we offer:
Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
401(k) with Company Match Contributions to support employees\' retirement
Paid Vacations and Company Holidays
Opportunities for Flexible Work Arrangements to promote work-life balance
Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
Global Recognition and Service Programs to celebrate employee accomplishments and service
Employee Referral Program
Westinghouse Electric Company is the global nuclear energy industry's first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:
Safety and Quality
Integrity and Trust
Customer Focus and Innovation
Speed and Passion to Win
Teamwork and Accountability
While our Global Headquarters are located in Cranberry Township, PA, we have over 11,000 employees working at locations in 19 different countries. You can learn more by visiting
http://www.westinghousenuclear.com
Westinghouse is an Equal Opportunity Employer including Veterans and Individuals with Disabilities
Get connected with Westinghouse on social media:
Twitter | Facebook | LinkedIn | YouTube
#J-18808-Ljbffr
About the role As a Service Desk Tier 1 Analyst you will provide first level support by resolving IT incidents and Service Requests. The Tier 1 Analyst is the first contact at the Westinghouse Service Desk and will escalate to Tier II when applicable. You will filter Service Desk calls and follow documented procedures on break / fix or supporting an application with Westinghouse. You will gather and analyze information about the user\'s issue to resolve their problem. Level 1 may also provide support for identified Level 2 configuration solutions that have been documented. You will meet the Service Desk Service Level Agreement and Goals.
You will report to the Service Delivery Team Lead and be located onsite in Rockhill, SC.
Responsibilities
Assure smooth handling of individual problems from call-in through resolution, practicing Total Contact ownership.
Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone, Email and chat queues.
Qualifications
Associates degree in Information Technology or equivalent
1+ years of experience in a Service Desk Role
HDI Helpdesk Professional or ITIL Foundations Required
Basic Network Administration understanding
Knowledge of hardware and software
Protocol and OS Knowledge
You have experience with Windows operating systems
You have experience with IOS
You have experience handling customer technical support calls
1 or more years of experience providing remote phone support
We are committed to transparency and equity in all of our people practices. The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $49,534 to $63,440 per year.
#LI-Onsite
Why Westinghouse? Our benefits package is tailored to meet the diverse needs of our employees, while also promoting wellness and career growth. The following are representative of what we offer:
Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
401(k) with Company Match Contributions to support employees\' retirement
Paid Vacations and Company Holidays
Opportunities for Flexible Work Arrangements to promote work-life balance
Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
Global Recognition and Service Programs to celebrate employee accomplishments and service
Employee Referral Program
Westinghouse Electric Company is the global nuclear energy industry's first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:
Safety and Quality
Integrity and Trust
Customer Focus and Innovation
Speed and Passion to Win
Teamwork and Accountability
While our Global Headquarters are located in Cranberry Township, PA, we have over 11,000 employees working at locations in 19 different countries. You can learn more by visiting
http://www.westinghousenuclear.com
Westinghouse is an Equal Opportunity Employer including Veterans and Individuals with Disabilities
Get connected with Westinghouse on social media:
Twitter | Facebook | LinkedIn | YouTube
#J-18808-Ljbffr