Service Desk Analyst

GM Financial

(Arlington, Texas)
Full Time Weekends
Job Posting Details
About GM Financial
GM Financial is the captive finance company and the wholly owned subsidiary of General Motors and is headquartered in Fort Worth, Texas. The company is a global provider of auto finance solutions, with operations in North America, Europe, Latin America and China.
Summary
The primary Service Desk Analyst role is to provide first level support through taking calls and handling incidents and requests using the ServiceNow IT Service Management system. The position is responsible for providing effective phone and email support to customers who are experiencing software or hardware related issues. The Service Desk Analyst must build strong reporting relationships with second and third tier IT support teams as well as other GM Financial business units and outside vendors.
Responsibilities
* Provide timely, first call resolution to technical support issues while following company standards * Identify, repair, and resolve any pc hardware or software failures within the GM Financial enterprise. * Escalate incidents to Senior Service Desk Analysts or third tier support. Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved. * Maintain a high degree of customer service for all support requests. * Record support incidents and requests in our ServiceNow service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system. * Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (i.e. reduce downtime, improve response time, process improvements, etc.) * Perform special projects as assigned/required * Maintain updated knowledge on computer hardware and software. * Report to work as scheduled * Work well with others. **Reporting Relationship:** * Reports to: Service Desk Manager * Direct Reports: None
Ideal Candidate
**Knowledge** * The Service Desk Analyst must have a basic understanding of enterprise computer hardware/software and information systems. This includes a basic understanding of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS. * The Service Desk Analyst will also need support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite. **Skills** * Excellent telephone soft skills. * Good analytical and troubleshooting skills are required. * Good interpersonal skills and verbal/written communication skills. * Ability to think logically and be able to make correct decisions relative to fixing operational problems. * Proficiency in typing. * Proficiency in spreadsheet and word processing applications. * Ability to analyze and solve basic problems and recommend the proper corrective action. * Ability to configure hardware peripherals. * Able to read and understand manuals pertaining to operations of computer hardware and software. * Strong knowledge of Microsoft based operating systems and suites. **Experience** * 1+ years of experience in computer/customer support role. * A bachelor’s degree or equivalent experience in customer service, engineering, networking, or related field is preferred. * Professional certifications a plus (Windows 7, Microsoft Desktop Support, ITIL).
Compensation and Working Conditions
Reports to Service Desk Manager

Working Conditions

Office environment; shift and weekend work will be required with the possibility of overtime. Environment can be stressful at times.

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