IT Support Center Analyst at Portland

Job Description

 

Position Title: 
IS&S Support Center Analyst

Department: 
Information Systems & Services

Position Reports To: 
Manager

Position Supervises: 
N/A

FLSA Status: 
Non-Exempt

 

 

Position Summary:

The Support Center Analyst provides remote technical support for various hardware and software applications across the enterprise.  The Support Center Analyst is the initial customer contact for issues within the organization. Role model and demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety of others.   

 

Essential Job Functions:

·  Provide technical support via phones and/or other media as required.

·  Complete and document all calls in the form of Service Tickets through resolution.

·  Escalate and monitor tickets through IS&S support layers to issue resolution. Dispatch vendors or division contacts as required for on-site repairs.

·  Analyze and determine magnitude of incident, and escalate to management any identified trends affecting our customers to reduce overall incidents to customers.

·  Clearly communicate technical analysis and resolution through written documentation within knowledge base.

·  Must be able to perform the essential functions of this position with or without reasonable accommodation.

 

Behaviors/Skills:

Some of the Behaviors needed to successfully perform this position are:

Leadership Behaviors:

·  Puts the Customer First - Anticipates customer needs, champions for the customer, acts with customers in mind, exceeds customers’ expectations, gains customers’ trust and respect.

·  Communicates effectively and candidly - Communicates clearly and directly, approachable, relates well to others, engages people and helps them understand change, provides and seeks feedback, articulates clearly, actively listens.

·  Achieves results through teamwork – Is open to diverse ideas, works inclusively and collaboratively, holds self and others accountable, involves others to accomplish individual and team goals.

·  Leads through positive influence – Demonstrates strong character; builds partnerships; models a conscious balance between work and personal life; takes personal responsibility for own development; role models leadership qualities such as motivation, inspiration, passion and trust.

·  Coaches and develops others - Develops and cares about associates, builds effective teams, helps people be their best, values and manages diversity, provides candid and constructive feedback.

·  Leads change and innovation - Challenges the status quo, embraces technology, puts forward creative ideas, champions and implements process improvements, gathers the ideas of others, demonstrates good judgment about which ideas will work.

·  Executes with excellence - Is action oriented, drives for results, sets clear expectations and milestones, reviews progress, acts decisively, solves problems, can be counted on to consistently meet or exceed goals.

·  Provides clear and strategic direction - Plans and organizes well, sets a clear and simple course of action, stays focused on the most important priorities, has the ability to visualize and plan for the future, understands the industry and marketplace.

·  Safety Awareness -Identifying and correcting conditions that affect employee safety; upholding safety standards.

 

 

Job Requirements

Minimum Position Qualifications: 

·  Strong customer service background.

·  Must be available to provide 24 X 7 support by working shift 2 or 3 as well as weekends when required.

·  Strong written and verbal communication skills especially over the phone to effectively communicate information to customers and to all levels within the organization (may rewrite).

·  Passing score on a selected entry test for new hires.  (Test selected based on project requirements.)

 

Desired Previous Job Experience

·  Call Center experience preferred.

·  Store experience strongly preferred.

Country: USA, State: Oregon, City: Portland, Company: The Kroger Company.