Service Desk Analyst

The Service Desk Support Analyst I will provide level 1 support for the Core Business Applications (order processing and fulfillment: Purchasing, Sales, Customer Service, Warehousing & Logistics, to a lesser extent, and Accounting) to Bunzl’s end users.

The Service Desk Support Analyst is a critical role in IT Operations. This role will provide user support to resolve issues with core business applications and hardware. This position uses creative decision making, good judgment, and SLAs in responding to and resolving reported issues for internal customers. In this role, it will be required to document and train system standards and processes. It is expected that the person in this role will provide exceptional customer service and resolution to core application issues. This role is part IT general management, part service operations, and part special projects.

The Service Desk Support Analyst will ensure high quality technical support and increase client satisfaction while maintaining acceptable SLA’s for the business.

Responsibilities:

• Responsible for remote support to users with information technology support issues
• Provide technical resolution that includes identify, research, resolve, and document
• Provide exceptional customer service via phone, email, and ticketing system
• Accurately document reported problems via ServiceNow
• Escalate important or reoccurring issues to the necessary internal teams (e.g., application development, Region IT, and Digital) and Service Desk Manager
• Monitor tickets and calls to ensure sure tickets are addressed in a timely manner
• Follow up with end users to identify areas of improvement
• Proactively address day-to-day questions and issues that may arise relative to the Core Business Applications
• Train users on the Core Business Applications, suggest system enhancements as needed
• Gather, analyze and communicate change requests from the field, customers, or vendors to appropriate IT teams
• Assist in ensuring compliance with Corporate or Regional policies and procedures that may be related to system support, security etc.
• Responsible for post technical maintenance and software installations as well as assist with QA and UAT as needed

Requirements:

• High School diploma or equivalent. Bachelor's degree in Computer Science, Information Technology, or relevant field, a plus
• Prior experience with ServiceNow, IBM iSeries systems (AS400), MS Dynamics or CRM, JDA or Replenishment, OmniTrac or other TMS, a plus
• Requires ability to efficiently use Microsoft Office products such as Outlook, Word, and Excel
• Excellent analytical and problem-solving skills anchored in service management mindset
• Proven work experience in service-oriented role
• Strong communication skills, both verbal and written
• Solid technical background with an ability to give instructions to a non-technical audience

So, what are you waiting for? A new career awaits you with endless opportunities.

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)