Service Desk Analyst I
Company: Discount Tire Corporate Careers
Posted on: January 15, 2022
Here at Discount Tire, we celebrate the spirit of our people
with extraordinary pride and enthusiasm. Our business has been
growing for more than 60 years and now is the best time in our
history to join us. We are opening more locations every year and we
are always looking for qualified individuals to join us in our
growth. We are a company that promotes from within, both in our
retail and corporate operations.
Under direct supervision, the Service Desk Analyst I delivers
end-to-end support in accordance with IT service level agreements.
By partnering with end-users and technology groups, the Analyst
ensures all incidents are analyzed, resolved, and reported back
within the promised time frames.
Essential Duties and Responsibilities :
Facilitate Service Desk incident response/resolution and service
request fulfillment services by engaging clients via multiple
communication channels and managing client expectations as the
primary point of contact.
Troubleshoot issues to resolution or escalates to appropriate teams
or vendors when necessary.
Document all reported issues, troubleshooting steps and resolutions
in the incident management system.
Provide feedback, additions and updates to the knowledge base where
Follow established Information Technology Infrastructure Library
(ITIL) processes and procedures.
Perform operational tasks, including, but not limited to,
infrastructure, product development, and information security
Properly evaluate, troubleshoot, escalate, and document issues.
Complete work in a timely and accurate manner while providing
exceptional customer service.
Stay current on the latest technologies, trends and strategies in
use by Discount Tire
Other duties as assigned.
One year of customer service experience is required.
Software/hardware support experience is preferred.
Knowledge of PC hardware, computer operating systems and software
Previous experience with Automated Call Distribution preferred.
SAP troubleshooting experience is beneficial.
Demonstrates ability to communicate across all levels of the
organization; ability to clearly articulate technical ideas to a
non-technical audience both verbally and in writing is required.
Must be able to type quickly and accurately.
Knowledge of typical desktop computer software, including skills in
Microsoft Office and email is necessary.
The ability to work both independently and within a team is
The ability to work efficiently under pressure, accurately meet
deadlines and present a professional demeanor is essential.
Customer service skills, including the ability to manage and
respond to different customer situations while maintaining a
positive and friendly attitude are essential.
In addition, organizational and problem-solving skills, a can-do
attitude, and the ability to adjust to changing requirements are
Maintaining confidentiality, treating others with respect and
upholding Company values are key attributes.
This position requires an associate degree in Computer Science,
information Technology, IT Engineering or related technical field
or equivalent work experience.
ITIL knowledge preferred
Normal work days are Monday through Friday. Occasional Saturdays
and Sundays may be necessary.
Normal work hours are 6:00 a.m. to 7:00 p.m. Occasional overtime
(more than forty hours per week) may be necessary.
Keywords: Discount Tire Corporate Careers, Scottsdale , Service Desk Analyst I, Professions , Scottsdale, Arizona
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