IT Service Desk Analyst

Enterprise IT Service Desk Analyst

Barry-Wehmiller is a broad-based global provider of solutions for engineering, consulting, and manufacturing technologies for packaging, corrugated, and paper industries. The combination of an employee-oriented leadership style with operational strategies and sustainable growth has led Barry-Wehmiller to grow into a 3 billion USD company, whose almost 12,000 employees have a shared vision: Building a Better World through Business.

The Enterprise IT Service Desk Analyst's role is to provide our internal customers with an exceptional experience for every contact. The IT Service Desk Analyst will assist our customers with all aspects of their PC and mobile device related challenges. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, or upgrading the PC, its peripherals, or the software in use. The IT Service Desk Analyst always strives to exceed the customer's expectations by providing solutions whether in person, remotely by telephone, e-mail, or other means necessary to deliver consistent and superior service.

Principal Duties and Responsibilities (Essential Functions):

• Provide world class customer support.
• First level response to incident tickets.
• Accept and solve support issues.
• Migrate and deploy PC's/ PC images.
• Function and communicate in a global support team.
• Respond to ticketing incidents by priority and assignment.
• Support customers through superb communication in person, by telephone and or email.
• Fully document resolution, and communication history to customer in incident ticket.
• If appropriate, convert resolution to knowledge base document to share with other team members.
• Diagnose, analyze, and resolve PC and software problems for internal customers through incident ticketing system.
• Analyze root cause and implement corrective solutions.
• Deploy new equipment to customers from unpacking to delivery.
• Collaborate with infrastructure team to ensure efficient operations.
• Assist in resolving issues with customers on server-based software products.
• When working on any PC, ensure latest security settings, antivirus, and application patches are applied.
• Use tools and applications for monitoring PC performance and provide performance statistics and reports.
• Maintain inventory of all hardware and software.
• When necessary, contact third-party support and PC equipment vendors.
• Maintain knowledge of current IT trends and advancements.
• Responsible for other opportunities as required.
• Full time – Five days a week - In the office position (Service Desk is the face of IT)
• On-call availability and some evening and weekend hours.

Job Specifications:

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Strong written and oral communication skills.
• Strong customer relationship skills.
• Strong troubleshooting skills and knowledge of IT hardware and software.
• Ability to conduct research into software issues and products as required.
• Strong organizational skills with a keen attention to detail.

Preferred Education and Experience:

• An associate degree in the field of business administration, computer science, or management information systems and/or 3-5 years of related work experience is preferred but not essential as training will be provided.
• This is team-oriented, collaborative environment.

Supervisory/Responsibility: Individual contributor w/no direct reports

Work Environment: This is an office position.

Position Type: This is a regular, full-time position with possible overtime. Must be able, available and willing to work 40 hours per week.

Travel: Travel could be up to 10% (out of town) as needed for remote support

Physical Demands: The physical demands described here are representative of those performed in the job duties. The employee sits at a desk and uses a computer for prolonged periods of time. Performing the role frequently uses close vision, speech, hearing, and dexterity to operate office equipment. The employee must occasionally lift and/or move up to 10kg.

Bei Barry-Wehmiller, we are aware that people bring a wealth of experiences and talents that go beyond the technical requirements of a job. If your experience only comes close to what is listed here, please still consider applying. We know that what sets us apart often leads to innovation, excellence, and meaningful work - therefore we encourage people with different backgrounds to apply for our jobs. Please let us know if we can make any accommodations for you during the interview process.

Company: BW Corporate Europe