Customer Experience Analyst

2 months ago

Fort Worth, United States Lhoist Group Full time
POSITION SUMMARY:

Answer helpdesk phone and email; provide first-call user support by telephone or in person; create and dispatch support tickets for the other helpdesk technicians; setup, install and support software and hardware at offices/plants; support IT projects (group and local).

RESPONSIBILITIES & EXPECTATIONS:
  • Answer telephone calls and emails to LNA helpdesk
  • Provide first-call support to users
  • Diagnose and resolve user problems
  • Support users in use of hardware and software
  • Support daily and recurrent IT operations
  • Rotate monthly after-hours support
  • Properly escalate complex problems to appropriate support level
  • Keep customers informed regarding resolution steps
  • Achieve global and local service desk metrics and service levels
  • Work on regional/global projects as needed and assigned
  • Log all calls on the IT ticketing system and ensure data quality of system
  • Support network administrators when needed
  • Analyze, troubleshoot, and support all aspects of the client infrastructure, including PC hardware and software installs, video conferencing, wireless networking, TCP/IP, DNS, and DHCP Client based issues
  • Travel as needed, however, this will be limited
ATTRIBUTES:
  • Communications skills , both oral and written
  • Technical skills including but not limited to: Windows 7, 10, and 11, O365 suite, iOS, Office 2010, SCCM, and PC hardware
  • Organizational skills
  • Problem solving an analysis skills
  • Interpersonal skills
  • Ability to work as a team member
  • Windows AD user administrator in skills
  • Basic networking knowledge
  • Excellent customer service skills
  • Asset management
PHYSICAL DEMANDS INCLUDE, BUT ARE NOT LIMITED TO:
  • Must be physically able to perform work assigned.
  • Must be physically capable of accessing all plant locations if needed.
  • Tolerate working outside in severe weather conditions as well as exposure to industrial high temperature, noise and dust.
  • Will be working primary in an office environment but may need to go in mining environment.
  • The employee will be exposed to the following working conditions: Extreme Heat and Cold, Noise, Vibration, Oils, and Atmospheric Conditions such as Dust, Fumes, and Metallic Particles.
  • The employee will be required to perform the following actions (from time to time): Standing, walking, balancing, stooping, kneeling, reaching, talking, seeing, hearing and sitting.
  • Able to lift up to 50 pounds.
REQUIRED EDUCATION:
  • High School Diploma or GED
PREFFERED EDUCATION:
  • 2-year college degree in a technical field
REQUIRED EXPERIENCE:
  • 2 or more years' experience in an information technology (IT) role
PREFFERED EXPERIENCE:
  • 5 or more years' experience in an information technology (IT) role in help desk function


Lhoist North America offers a very competitive salary package that includes but is not limited to comprehensive benefits including medical, dental, vision, life, vacation, and disability insurance. You can plan for your future with Lhoist North America 401K retirement savings options which includes an employer match. Lhoist North America also recognizes the importance of continuing education by offering Educational Assistance to our employees to encourage continued personal development and professional growth.

Here at Lhoist North America, we are an equal opportunity employer and value diversity in our workplace. We do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. All qualified applicants will receive consideration for employment without regard to any of these protected characteristics. We encourage applications from all individuals and strongly support diversity in our workplace. We strive to create an inclusive environment for everyone, and we are committed to treating everyone in a fair and equitable manner. We are proud to be an equal opportunity employer and are committed to fostering a diverse and inclusive work environment.

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