Senior Service Desk Analyst - Remote

Job ID : 497329

Exempt

Oldcastle Infrastructure™ , a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America.

We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more.

With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.

Oldcastle Infrastructure - Built For Life from Oldcastle Infrastructure on Vimeo .

Position Overview

As a Senior Service Desk Analyst, reporting to the Help Desk Supervisor, you are responsible for overseeing the daily activity of the ServiceNow queue as well as participating as an active member of the team.

This position will partner with the IT Service Desk Supervisor to deliver exceptional support to our employees through ServiceNow and the IT call queue.

The individual that holds this position will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.

Key Responsibilities (Essential Duties and Functions)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

• Act as escalation point for all requests and incidents
• Drive tickets, deep dive and develop strategies for improvement
• Oversee Solutions repository (KB) and ensure top quality solutions are available to the staff
• Oversee the ServiceNow incident and request queue to ensure tickets are being handle in a timely manner
• Assist with developing and maturing phone / ticket processes to ensure flow to resolution with escalation and information within the organization
• Assist with reviewing technical support-related processes and documentation for continuous improvement
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide Solutions and advice on technical issues
• Assist IT Supervisor with meeting Service Desk Service Level Agreement and metrics
• Provide support for future M&As through onsite support, remote support and device deployment
• Provides coaching and mentoring to peers, assisting with troubleshooting, processes and procedures
• Work to make Service Desk the single source of truth and service delivery channel for IT
• Work to resolve advanced technical issue through ServiceNow tickets

Minimum Qualifications

• Sufficient education, training and / or work experience to demonstrate possession of the following knowledge, skills, and abilities
• 5+ years of experience handling customer technical support calls
• Previous experience as a Sr service desk role or above a plus
• Expert Knowledge of Windows 7 / 10 / 11, Office 2010 / 2013 / 2016 / O365 Suite and productivity tools and services
• Hands on experience with Peripherals (printers, scanners, etc), ServiceNow, Active Directory, Mobile devices, VPN, and High Level Networking - Proxy Settings, Routers, Switches, Internet Modems, Ethernet
• Experience with iOS and Android OS
• Experience executing and leading M&A migration tasks relating to service desk responsibilities

Preferred Qualifications

• Bachelor’s degree is preferred
• ITIL certification is preferred
• Microsoft certifications are preferred
• Previous experience as a Sr service desk role preferred

Work and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

• Sitting for extended periods of time
• Ability to safely lift up to 50 pounds
• Ability to travel (overnight) as required based on business needs up to 25%
• Ability to drive up to 4 hours for onsite services and meetings
• Must pass background check, alcohol and drug testing
• The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family.

CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application.

Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day.

Thank you for your interest!

Oldcastle Infrastructure, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE / Vet / Disability If you want to know more, please click on this link .