Help Desk Ticket Analyst

4 weeks ago

Conshohocken, United States ASM Global Full time
POSITION: Help Desk Ticket Analyst

DEPARTMENT: Information Technology (IT)

REPORTS TO: Director, IT Systems and Support

FLSA STATUS: Salaried/Exempt

Job Summary

As the world's leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world's most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

As the world leader in venue management and services, ASM Global (ASMG) has an extraordinary portfolio of venues, partners, owners, and live event experiences. We leverage ServiceNow as our ticket platform for venues and corporate folks that need to submit a request or ticket related to the various applications tat help drive our business. We are looking for a support specialist to manage our SLAs, ticket handling and customer satisfaction as we continue to grow our footprint of systems and venues.

The ideal candidate will have knowledge of ServiceNow, PowerBI and application support. You will play a crucial role in ensuring the smooth operation of our help desk. You will be responsible for managing tickets, escalations and SLAs, providing guidance and support to ensure exceptional customer service. Your expertise in IT support will contribute to the overall success of our organization. You will collaborate with various departments and stakeholders to resolve application and technical issues and implement effective solutions.

Key Responsibilities
  • Manage and prioritize help desk tickets to ensure timely resolution and customer satisfaction
  • Develop and maintain help desk procedures and documentation for efficient troubleshooting
  • Develop and maintain Service Level Agreements for each ticket type, product and support level
  • Monitor and analyze help desk performance metrics, such as response time and ticket resolution rate
  • Meet with business teams providing second level support to review performance, meeting SLAs and driving end user satisfaction
  • Identify trends and escalate these back to product owners to facilitate resolution of the issue Vs the symptom
  • Work and close tickets as applicable
  • Identify training needs and provide ongoing coaching for employees handling second level support
  • Collaborate with other departments, such as IT, Finance, Procurement, Marketing and others to ensure issues are addressed in a timely manner and tickets updated and closed as appropriate
  • Coordinate with first and third level support teams on efficiency, communication and SLA compliance
  • Ensure compliance with company policies and procedures
Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with skill, integrity, and trust. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience Profile
  • Background in help desk and ticket management
  • Working knowledge of ServiceNow
  • Functional understanding of finance is a plus
Desired Experience
  • Microsoft Dynamics 365
  • PowerBI
  • Familiarity with M365
Skills and Abilities
  • Ability to contribute to a team environment across all levels with a high degree of professionalism
  • Strong communication skills, both verbal and written
  • Support Level 2 employees for D365
  • Understand and comply with Internal Control Standards


NOTE

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

ASM GLOBAL is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

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