First Level Analyst

The First Level Analyst will provide technical support for our contact center systems that underpin the Global Service Desk business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands-on working within proactive maintenance activities including daily checks across all systems. The team is responsible for maintaining and developing the contact center systems that underpin the Digital Experience Centers.

• Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system.
• Perform remote installations, upgrades, repairs using phone, chat, and remote access methods.
• Achieve performance targets established by leadership for applicable Key Performance Indicators
• Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs.
• Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience
• Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required.
• Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information.
• Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary).
• Prioritize and perform specialized resolutions with escalated and/or high visibility incidents.
• Provide “White Glove” service to our customers.
• Perform other duties as assigned by management.
• Embrace and support mission and Winning Together Values with any partner or leader.

Applicants must be legally authorized to work in the United States. Sponsorship not available., * Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential

• Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
• Legally eligible to work in the United States. If required, US citizenship or lawful permanent residency.
• Acquire or hold relevant certifications required by company and/or customer.
• Technical aptitude and desire
• Intrinsically motivated to learn and succeed
• Customer centric mindset
• Communication skills (written, typed, and verbal)
• Detailed analytical thinker
• Adheres to processes but remains adaptable
• Possesses a strong sense of urgency
• Prioritizes team success over personal achievements
• Familiarity with modern operating systems (mobile, desktop, and virtual), applications, cloud storage, and hardware usage.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

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Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.