The Service Desk Analyst position is responsible for providing Tier 1 Service Desk Support in an end user focused, team-oriented support environment. This position will be staffed on site in the St. Louis main office with potential remote work capability in the future. Tier 1 Service Desk Support includes incidents (break/fix, how to), and various request related support functions/duties and some user account management. The Service Desk is manned 8 A.M to 4 P.M. Monday to Friday with IT personnel providing support for after hours and weekends on a scheduled rotation.

Position Objectives:

• Following the organizations best practices, mission and principles
• Provide Customer with an outstanding service experience.
• Contribute, in a positive way, toward meeting/exceeding customer satisfaction and organizational performance metrics.

Essential duties:

• Interact with MERS Goodwill employees, via multiple communications methods, per established customer service and quality guidelines.
• Using all available resources (including but not limited to training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e., Provide quality solutions in a timely manner.
• May escalate support to other members of IT.
• Maintain/enhance relationships with other support teams inside of IT (internal and external) to help resolve problems or fulfill requests. Demonstrate the ability to appropriately escalate issues.
• Ensure ticket documentation is accurate and thorough.
• Maintain ownership and accountability of workload.
• Identify recurring incidents and trends and escalate appropriately.
• Take applicable/assigned training courses.
• Assist in keeping knowledgebase up to date.
• Adhere to documented personnel and department guidelines and policies.
• Contribute toward/lead continuous improvement efforts/initiatives; may lead projects.
• Perform other related tasks or projects as assigned.

Required skills:

• Ability to work both independently and in a team-oriented environment.
• Excellent Customer Service & Attitude.
• Excellent listening/understanding, verbal, and written communications
• Team Player/Mentor.
• Excellent troubleshooting, analytical and problem solving.
• Have a proactive mindset to identify any trends that may impact the end users.
• Possess a sense of urgency and maintain stress awareness/management.
• Ability to multi-task while being attentive to the customer.
• Adaptability, Flexibility, Innovative/Creative Solutions.
• Willingness to learn and maintain/enhance knowledge.
• Readily accepts feedback, mentoring, and coaching.
• Knowledge of Microsoft Office suite, ticketing tools, and troubleshooting.
• Knowledge/experience in Active Directory, networking, web, email, mobile device support, security.
• Experience or knowledge of Point-of-Sale equipment.
• Ability to travel occasionally to Goodwill office and retail store locations if needed for incident resolution.
• Flexibility to be part of rotational on-call for after hours and weekend support.

Education or Equivalent Experience:

• Associates degree in Information Technology or equivalent education or experience in related fields
• 2 or more years customer service experience or other pertinent related experience
• ITIL Foundations Certification or familiarity with ITIL methodologies and best practices preferred.

MERS/ MO Goodwill considers applicants for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

The inclusion of any unsolicited information may lead to the disqualification of the application.