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    Service Analyst - Cleveland, United States - Insight Global

    Insight Global
    Insight Global Cleveland, United States

    2 weeks ago

    Insight Global background
    Technology / Internet
    Description

    Insight Global is seeking a motivated and energized Service Analyst to join a manufacturing company in the local Cleveland Area. As the Service Analyst (SA), you will be responsible for onsite IT support in a technical capability to help resolve colleagues IT related issues via email, phone, remote access or in person. You will also be responsible for working with toolsets such as ServiceDesk+ and other IT management applications, ensuring information entered is accurate and of high quality. Additional responsibilities will also include assisting and supporting colleagues in the IT Services Team to deliver a highly effective, premium customer service.

    Additional responsibilities below:

    Processing support ticket (Incidents and Service Requests) through their lifecycle

    Resolving access related problems such as password, account lockouts etc

    Assisting with, planning, and undertaking scheduled maintenance and upgrades governed by Change Control (Change Enablement)

    Setting up accounts for Avon staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in

    Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported.

    Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes.

    Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk+

    Liaising, supervising and assisting visiting engineering and technical staff.

    Progressing colleagues' Service Requests, according to the Avon Protection guidelines and protocols

    Maintaining records for software licenses, consumables, and other supplies

    Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team

    Manage Change Request and Transition related tasks though the lifecycle for the IT department and external suppliers according to guidance and protocols.

    Entry, maintenance and administration of 'CMDB' type data (eg Hardware Asset related data)

    Assist in the creation and production of service reports.

    Provide support to IT Services leads and undertake activities as directed.

    Exact compensation may vary based on several factors, including skills, experience, and education.

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