Senior IT Service Center Analyst

1 day ago

Grand Rapids, Michigan, United States Meijer Full time
Job Title: Senior IT Service Center Analyst

As a Senior IT Service Center Analyst at Meijer, you will play a critical role in providing exceptional customer service and technical support to our team members, contractors, and vendors. This is a hybrid role, requiring you to be in our Grand Rapids office location Monday - Wednesday and work remotely Thursday - Sunday.

Key Responsibilities:
  • Train and coach IT Service Center analysts on department processes, troubleshooting steps, and interaction handling.
  • Act as a point of contact for the IT Service Center in the absence of leadership.
  • Be accountable for engaging Incident Management and Senior Management as needed.
  • Ensure issues reported by end users are handled according to process, providing guidance to IT Service Center analysts as needed.
  • Take over handling of issues reported by end users as needed to ensure timely resolution of the issue.
  • Determine the level of impact of end user reported issues to the business.
  • Assist in the handling of high or critical priority issues by engaging product support teams, communicating status of incoming interactions, and helping to draft and send notifications communicating the status of the issue and any other gaps as needed.
  • Monitor all active high and critical priority incidents to ensure proper and timely handling, communication, and resolution.
  • Escalate incidents or end user reported issues to appropriate individuals based upon established guidelines and procedures.
  • Monitor and react to call volumes based upon forecasted staffing needs, skills, and daily attrition.
  • Assist with projects and reporting that enhance the quality or efficiency of the IT Service Center.
  • Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
  • Research, resolve, and respond to questions or issues reported by end users in a timely manner, in accordance with standards.
  • Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
Requirements:
  • Bachelor's or equivalent.
  • Excellent customer service, interpersonal, and communication skills.
  • Strong oral and written communication skills (technical and non-technical).
  • Strong analytical and problem-solving skills.
  • Strong ability to manage multiple tasks in high-pressure situations.
  • Strong leadership and training skills for team members and coworkers.
  • Adaptability and flexibility in dynamic situations.
  • A proactive approach to identifying and addressing challenges.
  • Excellent organizational skills.
  • A commitment to continuous learning and professional development.
  • Ability to work collaboratively and independently as needed.
  • Ability to use customer service standards and follow guidelines, as well as to help others interpret policy.
  • Ability to maintain a high level of client trust and confidence in the group's knowledge of and concern for clients' needs.
Preferred Qualifications:
  • Prefer experience in computer systems or IT support.
  • Understanding of multi-platform environments.
  • Thorough understanding of trouble ticket process.

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