Service Analyst
📋 Role Overview & Responsibilities
Insight Global is seeking a motivated and energized Service Analyst to join a manufacturing company in the local Cleveland Area. As the Service Analyst (SA), you will be responsible for onsite IT support in a technical capability to help resolve colleagues IT related issues via email, phone, remote access or in person. You will also be responsible for working with toolsets such as ServiceDesk+ and other IT management applications, ensuring information entered is accurate and of high quality. Additional responsibilities will also include assisting and supporting colleagues in the IT Services Team to deliver a highly effective, premium customer service.
Additional responsibilities below:- Processing support ticket (Incidents and Service Requests) through their lifecycle- Resolving access related problems such as password, account lockouts etc- Assisting with, planning, and undertaking scheduled maintenance and upgrades governed by Change Control (Change Enablement)- Setting up accounts for Avon staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in- Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported.- Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes.- Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk+- Liaising, supervising and assisting visiting engineering and technical staff.- Progressing colleagues' Service Requests, according to the Avon Protection guidelines and protocols- Maintaining records for software licenses, consumables, and other supplies- Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team- Manage Change Request and Transition related tasks though the lifecycle for the IT department and external suppliers according to guidance and protocols.- Entry, maintenance and administration of 'CMDB' type data (eg Hardware Asset related data)- Assist in the creation and production of service reports.- Provide support to IT Services leads and undertake activities as directed.
Exact compensation may vary based on several factors, including skills, experience, and education.
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This position is located in Cleveland, OH with potential relocation and sponsorship assistance depending on candidate qualifications.
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