Service Analyst III

Service Analysts

You've discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And - as "one of the Healthiest 100 Workplaces in America" - is focused on the mind/body/soul of team members through our Culture of Care. Service Analysts are responsible for providing service and support for a wide range of applications and solutions. You will work directly with internal customers as well as the information technology team. Work is primarily done over the phone, via email and occasionally in person. Service Analysts are customer service focused and works to improve relationships within the company as they resolve issues that arise throughout the day. They will manage and communicate expectations appropriately with the customers and will escalate larger issues to the appropriate Information Technology Resource. Ideal candidates have attention to detail, customer service skills, strong oral and written communication, and the ability to follow process and procedures.

Minimum Requirements:

• Education: Associate Degree in Information Technology
• Experience: 6 or more years in an IT service or support role
• Travel: 15%

Work Schedule: This position works between the hours of 7 AM and 5 PM, Monday-Friday. Ability to work a flexible schedule is necessary.

Key Responsibilities:

• Monitors service support systems for incoming calls for assistance from customers (Faith employees) and works with them to identify relevant details.
• Resolves incidents and service requests, including updating information in the service tracking system.
• Performs duties while following standard procedures and practices.
• Assists in the training of other Service Analysts.
• Responds to Level 2 or Level 3 support requests via multiple sources such as phone, system responses, chat or other method, escalates calls as appropriate.
• Interacts with customers in a courteous and professional manner.
• Diagnoses and resolves customer call issues, may implement a temporary fix until a permanent resolution is available.
• Interacts with other Business Technology resources to identify and implement problem resolution.
• Provides input to projects during planning and requirements gathering.
• Participates in support training before projects are launched.
• Assigned work tasks from projects.
• Troubleshoots, diagnoses and performs minor repairs to hardware, software, and peripheral equipment, following documented procedures.
• Documents troubleshooting steps for future use.
• Follows up in a timely manner to ensure customer satisfaction.
• Explains service procedures to customers.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended as a comprehensive list of all functions, responsibilities, skills or abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. How Does FTI Give YOU the Chance to Thrive? If you're energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what's possible for your future. Once you're a team member, you're supported and provided with the knowledge and resources to achieve your career goals with FTI. You're officially in the driver seat.