ALFA LAVAL INC IT Service Support Analyst in HOUSTON, Texas

The Corporate IT Service Desk supports Alfa Laval users around the world from Sweden, Denmark, US and India. The Service Support analyst role is responsible for 1st line support - identifying, logging, categorizing, prioritizing and, where possible, resolving incidents and requests from users via phone, live chat, walk-ups and tickets submitted through Service Now. The Service Support Analyst ensures the end-to-end customer experience, provides a single point-of-contact and secures effective communication around the incident with end-users and other relevant stakeholders. Expectations & Responsibilities: Provide comprehensive 1st line first-tier support for the efficient resolution of technology incidents and requests from internal Alfa Laval staff via phone, live chat, walk-ups and tickets submitted through Service Now. Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of end-user satisfaction. Manage multiple incoming priorities effectively by understanding end-user needs and meeting service level requirements Identify potential system problems, coordinate with and escalate to other teams in Service Delivery towards the resolution of requests and incidents Knowledge, Skills, & Abilities of the Successful Candidate: College Degree or Advanced training with a technical school or relevant work experience Excellent verbal and written English skills 1-2 years previous experience working on a Helpdesk/Service Desk Strong customer service focus Knowledge of Windows10 and Microsoft Office 365 Experience working with and troubleshooting PC hardware. ITIL v3 Foundation (would be an asset ) Ability to work various shifts EEO/Vet/Disabled Employer Please apply directly to the posting using the link below: https://emea3.recruitmentplatform.com/syndicated/private/syd_apply.cfm?ID=QHLFK026203F3VBQB79687VLN&nPostingTargetID=42132