Service Desk Analyst I

Short Description

As a Service Desk Analyst, you will be the main liaison between our employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will troubleshoot application, mobile and computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs via phone, chat, or email. Document user's support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets following the Herc Rentals current internal end-user Service Level Agreement to ensure a timely resolution.

Responsibilities

• Support Herc based applications and infrastructure for all North America

• Analyze user needs, facilitate support, and provide complete solutions whenever possible

• Communicate issues and opportunities to Service Desk leadership

• Maintain a high degree of working knowledge with all IT system and business applications within the Herc portfolio

• Provide accurate and correctly detailed documentation for each solution

• Respond to and resolve issues within Service Level Agreement timeframes

• Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment to provide first-level technical support.

• Provide top-tier customer support for all Herc users, including Senior and C-Level management

• Be able to ask efficient probing questions and use working knowledge of Herc systems to determine the root cause of any issue as quickly as possible

• Actively participate in Business Acceptance Testing and User Acceptance Testing to better understand new developments

Professional Experience

1-3 years' experience in Help desk Support or equivalent field

Be experienced in supporting desktop operating systems such as Windows 7/8/10

Expert knowledge of Microsoft Office suite of applications

Proficient in mobile technology e.g. IOS and Android devices

Experience providing phone and remote support for users

Experience working with complex technical issues

Knowledge around IT related systems or applications

Experience in customer service-related roles

Understanding of ITIL practices and ServiceNow is beneficial

MS Office Skills (Excel, PowerPoint, Word) is beneficial

Educational Background

Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience

High School Diploma

Conditions of Employment

Skills

• Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently

• Application Support Service Delivery (Service Management) knowledge

• Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner

• Self-Starter; be able to work independently and get work done

• Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to be a team player

• Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard application

Compensation Data:

$50,000 - $65,000

Req #: 58916

Please be advised that the actual salary offered for any position is subject to the company's sole discretion and may be influenced by various factors, including but not limited to the candidate's qualifications, experience, location, and overall fit for the role.

Herc Rentals values its employees and provides excellent compensation and benefits packages which are not limited to the following.

Keeping you healthy

Medical, Dental, and Vision Coverage

Life and disability insurance

Flex spending and health savings accounts

Virtual Health Visits

24 Hour Nurse Line

Healthy Pregnancy Program

Tobacco Cessation Program

Weight Loss Program

Building Your Financial Future

401(k) plan with company match

Employee Stock Purchase Program

Life & Work Harmony

Paid Time Off (Holidays, Vacations, Sick Days)

Paid parental leave.

Military leave & support for those in the National Guard and Reserves

Employee Assistance Program (EAP)

Adoption Assistance Reimbursement Program

Tuition Reimbursement Program

Auto & Home Insurance Discounts

Protecting You & Your Family

Company Paid Life Insurance

Supplemental Life Insurance

Accidental Death & Dismemberment Insurance

Company Paid Disability Insurance

Supplemental Disability Insurance

Group Legal Plan

Critical Illness Insurance

Accident Insurance

Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.