Senior Service Desk Analyst

Fujitsu is a leading provider of customer-focused information technology and communications solutions for the global marketplace. Pace-setting device technologies, highly reliable computing and communications products, and a worldwide corps of systems and services experts uniquely position us to deliver comprehensive solutions that open up infinite possibilities for our customers' success.
Senior Service Desk Analyst


Glovia International, a subsidiary of Fujitsu, is one of the world's most experienced enterprise software firms. For over thirty years we have helped manufacturers to manage, improve and grow their businesses. We go beyond what you would expect from a typical ERP vendor - in technology, functionality, service and value. Our extended ERP solution helps manufacturers overcome their most pressing business challenges, whether on the factory floor, in the boardroom or with their customers and suppliers.

We are looking for an experienced Senior Service Desk Analyst in our Glovia Service Organization in El Segundo, CA; local are applicants only.


Provide support to both external and internal customers by resolving customer service requests. Respond to telephone calls, email and personnel requests related to the company's product. Log, research, and resolve issues in a timely manner.

Reports to the Director of Global IT Service Management



Essential Duties and Responsibilities include the following: (Other duties may be assigned.)


The receipt of service requests reported by users and the co-ordination of rapid and appropriate responses within the relevant Service Level targets, including: responding to the initial caller, the appropriate level of first time fixes to reported issues.
Channeling requests to the relevant support team for assistance and/or resolution, monitoring progress, keeping users appraised of progress and escalation of outstanding issues to the appropriate management authority.
Following agreed procedures, searches documentation, and previous requests for assistance on related topics to establish possible solutions to calls. Documents any findings on the call log.
Follows agreed procedures, responds to requests for assistance by providing information to enable callers to solve their problems. Maintains accurate log entries of contact with resolution details and follow-up information.
Ensures strong business support processes are in place for incident and problem management and to act as the central point-of-contact for service escalations and any major outages.
The controlled resolution of incidents and the recognition of potential problems including classification, prioritization, and initiation of actions, and implementation of remedies/workarounds.
Provide technical and customer service support in the use of a proprietary application by providing solutions, workarounds, and recommendations in a quick and timely manner.
Provide high quality customer service through courteous, prompt, and accurate communication.
Advance knowledge of company products and capabilities by attending training.
Work on projects and other duties as assigned.
Performs all required administrative functions necessary to the position in a timely manner.
REQUIREMENTS



Education:


Associates degree or IT certification from recognized Trade School;

preferably in Information Technology or Computer Science.


Skills and Abilities:


Knowledge of Service Desk tools and technologies.
Effective customer communications skills.
Excellent telephony skills.
Energetic with initiative, drive and enthusiastic can do approach.
Microsoft Applications knowledge required.
Excellent customer service skills
Able to organize and manage multiple tasks and priorities.
Communicate clearly and concisely, both orally and in writing.


Skills and Experience


Previous experience in an ITIL compliant Service Desk role (Preferred).
Experience of providing service output to Service Level Agreements and measured against challenging Key Performance Indicators.
Experience in taking account of customers` real and perceived needs regarding products and services.

Previous experience of IT software or hardware support.

Minimum five (5) years work experience in a Customer Service/Service Desk oriented position or call center environment.


Benefits: Glovia offers medical, dental, vision and retirement savings plans; Flexible Spending Plans (Medical & Dependent Care); Paid Time Off; Company Paid Basic Life and Accidental Death & Dismemberment Insurance; and much more...


For additional information regarding Glovia International, Inc - a FUJITSU Company, please visit: www.glovia.com


Principals only, please no recruiters, agencies or third parties.