Herc Rentals Inc. is a premier, full-service equipment rental firm - providing our customers the equipment, services and solutions they need to achieve optimal performance safely, efficiently and effectively. A pioneer of the equipment rental industry, Herc Rentals continues to evolve and grow through technological innovations, expanded product offerings and value-added services and consultative solutions to support its customers' projects.
With more than 55 years of equipment rental expertise, approximately 4,900 employees and approximately 270 company-operated locations across North America, Herc Rentals serves a broad range of end markets, including construction; industrial operations, refineries and petrochemical operations; governmental entities and contractors; disaster recovery and remediation; infrastructure; railroad operations; utilities; film, television, live entertainment and special event production; agricultural operations; and facilities management..
As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT related issues. A Level 2 Service Desk Analyst is responsible for assisting Level 1's with escalations, technical questions and training as things change in the environment. They will be on the phone coordinating, diagnosing, and troubleshooting incoming employee incidents and requests.
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
Manage ticket queues to ensure users are getting the fastest service possible
Update and maintain knowledge articles for the Service Desk
Performs Quality Assurance on calls and tickets
Assisting L1's with issue escalation and technical questions through multiple communication channels
Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Support or Lead)
Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment
Minimum of Two (2) years' experience working in an IT Service Desk or Call Center environment
Experience using ITSM Ticketing tools ServiceNow or similar ticketing systems to manage and track incidents and requests
Experience working with complex technical issues
Knowledge around IT related systems or applications
Experience in customer service-related roles
Experience in creating process documentation
Understanding of ITIL practices and ServiceNow is strongly encouraged
MS Office Skills (Excel, PowerPoint, Word) required
High School Diploma
Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience
Conditions of Employment
Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently
Ability to break down processes in ways that are easily understandable when creating knowledge documentation
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
Our long-term strategy underscores the understanding that our success depends on the dedication and capability of our team members. We are focused on attracting, retaining and empowering talented and dedicated people to build the best team in the equipment rental industry. We also seek to build a team that reflects the variety of people, cultures and communities we interact with every day and to create an inclusive, productive environment in which all team members feel valued and respected.
Herc Rentals provides an excellent compensation and benefits package, which includes a competitive salary, retirement savings plan, tuition reimbursement, comprehensive medical, dental, vision care, life insurance coverage, paid vacation and holidays.
Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, nationals origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.
Herc Rentals Inc.