What are the responsibilities and job description for the Service Desk Analyst position at Build-A-Bear?
As Service Desk Analyst, the primary responsibility is providing level 1 and 2 technical support with a high level of customer service for all stores, offices and warehouses within North America and UK. This position requires the analyst to participate in training and coaching of associate level analysts and 3rd party vendor support.
Responsibilities:
- Respond to service tickets opened and provide on call support to 3rd party vendor who provides 1st level support for stores and offices.
- Troubleshoot technical issues and implement best resolution available while documenting all steps in ticketing system and escalating when required.
- Collaborate with other IT teams when there are rollouts/updates to new or existing hardware/software.
- Work with other IT teams to make sure issues that are escalated have proper documentations and are resolved timely once escalated.
- Process the requests for new, existing and terminated users which requires provisioning hardware and setting up account permissions, installation and configuration of software and hardware.
- Actively participate in providing technical training and support to other analysts as well as 3rd party vendors who provide level 1 support.
- Develop and maintain technical documentation within Service Management application.
- Rotate on call shift with the rest of the team to provide 24/7 technical support for priority 1 issues, stores, offices and warehouses; on-call hours are between the hours of 6am-6pm CST Monday-Friday and all day on Saturday and Sunday.
Qualifications:
- High school diploma required, Bachelor’s degree preferred
- 1 – 2 years providing 1st level IT support while troubleshooting software and hardware issues required, 3 – 4 years preferred
- Proficiency in Microsoft Word, Access, Excel, and PowerPoint required
- Strong customer service and communication skills
- Flexible and adaptable to change
- Strong attention to detail
- Strong analytical reasoning skills
- Reliable and dependable
- Must be able to lift 35 pounds and ability to crawl under desks, kiosks and fixtures to troubleshoot and set up IT equipment
Build-A-Bear Workshop® offers an exciting, fun and fast-paced work environment. One of our core values is “Embrace” – we value the diversity, individuality and background of our associates, Guests, and business partners and we cultivate an environment of inclusion.
Come see the difference in our company culture!