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Lead Service Center Analyst

2 months ago

Denham Springs, Louisiana, United States Foster Farms Full time
Job Summary

Foster Farms is seeking a highly skilled and experienced Lead Service Center Analyst to join our team. As a key member of our IT Service Center, you will be responsible for overseeing the day-to-day operations, ensuring that each ticket is efficiently and adequately addressed in a timely manner, and providing direction, troubleshooting advice, and resolutions on complex issues resolvable by the Service Center.

Key Responsibilities
  • Oversight of the day-to-day operations within the Service Center
  • Ensuring that each ticket is efficiently and adequately addressed in a timely manner
  • Acting as a point of escalation for all Service Center members
  • Providing direction, troubleshooting advice, and resolutions on complex issues resolvable by the Service Center
  • Coordinating and ensuring training opportunities for all Service Center members
  • Scheduling overview sessions, workshops, instructional tours, etc.
  • Making technological recommendations to the Service Center Manager
  • Participating in projects to ensure customer support requirements are addressed prior to a roll-out or go-live
  • Creating and maintaining Standard Operating Procedures relating to installation, security, and training used in the Service Center
Requirements
  • A combination of education, training, and experience that provides the required knowledge and abilities
  • Experience working both independently and in a team-oriented collaborative environment
  • 3+ years of experience working in a Service Center, Help Desk, or Desktop Support environment
  • 3+ years of troubleshooting desktop, laptop, printers, and other peripherals
  • 3+ years of experience with Windows and MS Office applications
  • Highly self-motivated and self-directed, able to make sound decisions with little direction from Management
  • Ability to communicate clearly, concisely, and effectively with non-technical staff, IT staff, and business teams
  • Ability to communicate effectively with varying levels of management, customers, and team members in both written and verbal form
  • Ability to plan, organize, prioritize, and execute tasks in a changing and demanding environment
  • Strong customer service, communications, and interpersonal skills
  • Proven analytical and problem-solving skills
  • Strong service-oriented mentality with a desire to help others
  • Ability to lift up to 50 lbs
Preferred Requirements
  • BS in computer science, information systems, software engineering, or equivalent experience
  • 3-5 years of IT experience working in a large organization with increasing responsibilities
  • Must be able to work various shift schedules
  • Experience learning and documenting business requirements
  • Consumer products industry experience strongly preferred
  • Ability to move up within the organization
Physical Requirements
  • Must have reliable transportation
  • Must have or be able to obtain a CA driver's license
  • Must be able to travel overnight occasionally
  • Must be able to have consistent attendance in the Livingston, or other assigned Foster Farms' Office
  • Must be able to sit for long periods of time
  • Must be able to drive to various company and vendor locations
  • Must be able to work on the computer for long periods of time
  • Must be able to deal with periodic high stress situations
  • Must be able to stay calm and focused when dealing with difficult issues