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Service Desk Analyst II

Date: Oct 8, 2021

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

Req #: 32201

Herc Rentals Inc. is a premier, full-service equipment rental firm – providing our customers the equipment, services and solutions they need to achieve optimal performance safely, efficiently and effectively. A pioneer of the equipment rental industry, Herc Rentals continues to evolve and grow through technological innovations, expanded product offerings and value-added services and consultative solutions to support its customers’ projects. 

 

With more than 55 years of equipment rental expertise, approximately 4,900 employees and approximately 270 company-operated locations across North America, Herc Rentals serves a broad range of end markets, including construction; industrial operations, refineries and petrochemical operations; governmental entities and contractors; disaster recovery and remediation; infrastructure; railroad operations; utilities; film, television, live entertainment and special event production; agricultural operations; and facilities management..

 

 

Short Description

As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organization, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT related issues. A Level 2 Service Desk Analyst is responsible for assisting Level 1's with escalations, technical questions and training as things change in the environment. They will be on the phone coordinating, diagnosing, and troubleshooting incoming employee incidents and requests.

Responsibilities

  • Support Herc based applications and infrastructure for all North America
  • Analyze user needs, facilitate support, and provide complete solutions whenever possible
  • Communicate issues and opportunities to Service Desk leadership
  • Maintain a high degree of working knowledge with all IT system and business applications within the Herc portfolio
  • Provide accurate and correctly detailed documentation for each solution
  • Respond to and resolve issues within Service Level Agreement timeframes
  • Manage ticket queues to ensure users are getting the fastest service possible
  • Update and maintain knowledge articles for the Service Desk
  • Performs Quality Assurance on calls and tickets
  • Assisting L1's with issue escalation and technical questions through multiple communication channels
  • Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Support or Lead)
  • Support incoming Incidents and Requests from multiple communication pathways, mainly consisting of Phone, Email and Self-Service tickets, in a fast-paced environment

Requirements

    Professional Experience

    Minimum of Two (2) years’ experience working in an IT Service Desk or Call Center environment
    Experience using ITSM Ticketing tools ServiceNow or similar ticketing systems to manage and track incidents and requests
    Experience working with complex technical issues
    Knowledge around IT related systems or applications
    Experience in customer service-related roles
    Experience in creating process documentation
    Understanding of ITIL practices and ServiceNow is strongly encouraged
    MS Office Skills (Excel, PowerPoint, Word) required

    Educational Background

    High School Diploma
    Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience

    Conditions of Employment

    Skills

    • Ability to be flexible, adapt to change, and work on multiple issues simultaneously and independently
    • Ability to break down processes in ways that are easily understandable when creating knowledge documentation
    • Application Support Service Delivery (Service Management) knowledge
    • Excellent verbal and written communication skills, with the ability to communicate complex information in a succinct, organized manner
    • Self-Starter; be able to work independently and get work done
    • Strong interpersonal skills, collaborative work style, and ability to develop effective working relationships and demonstrate commitment to be a team player
    • Strong organizational, analytical, and problem-solving skills, as well as technical proficiency in standard application

     

    Our long-term strategy underscores the understanding that our success depends on the dedication and capability of our team members. We are focused on attracting, retaining and empowering talented and dedicated people to build the best team in the equipment rental industry. We also seek to build a team that reflects the variety of people, cultures and communities we interact with every day and to create an inclusive, productive environment in which all team members feel valued and respected.

     

    Herc Rentals provides an excellent compensation and benefits package, which includes a competitive salary, retirement savings plan, tuition reimbursement, comprehensive medical, dental, vision care, life insurance coverage, paid vacation and holidays. 

     

    Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, nationals origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.

     

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