Staff Support Analyst in Indianapolis at Delta Faucet Company

Date Posted: 5/2/2018

Job Snapshot

Job Description

Delta Faucet Company has an awesome new opportunity for a Staff Support Analyst within our Indianapolis IT department!

The Staff Support Analyst assures that Delta Faucet Company’s computer systems provide expected results to the business and customers in a timely and efficient manner. This position provides assistance (via phone, email or online requests) to all users of the productions systems, including plant staff, Rep agencies, Wholesales, Showroom, Suppliers, or anyone using our systems.

This position acts as the Single Point of Contact (SPOC) between the users and the IT service organization. This position handles incidents, requests, and provides an interface for the other activities such as change management, problem management, configuration, and release and service level management. Objectives are to maximize service availability and restore service whenever possible as quickly as possible. The Datacenter operation is a dynamic environment. New programs, software, hardware, processes and procedures occur often and rapidly. The new programs implemented can impact how daily work is completed and how users support is provided. This position must work closely with everyone in the IS department and interact with the business user via support center responsibilities. This position reports to the Manager of Operations and Support Center. Some of the benefits this position provides are:

  • Improved customer and user service, perception and satisfaction
  • Increased accessibility through a single point of contact, communication, and information
  • Better quality and speedier turnaround of the user requests
  • Improved teamwork and communication
  • Enhanced focus and a proactive approach to service provision
  • A reduced negative business impact
  • Better managed infrastructure and improved control
  • Improved usage of IS support resources and increased productivity of business personnel
  • More meaningful management information for decision support

Principal Accountabilities:

•Be the single point of contact for all IS-related issues for users

•Inform the user of the assigned priority of requests and set expectations of completion with user

•Record and track incidents and complaints and close incidents when completed

•Keep customers/users informed of request status and progress

•Provide initial assessment of requests/issues and determine actions necessary to resolve route to appropriate resources

•Coordinate 2nd and 3rd level support as needed

•Monitor and escalate automated production scheduled jobs

•Manage backup procedures and assure media is transported off-site and returned as scheduled

Education and Experience/Skills:

The ideal candidates will posses a degree from a two or four-year college or university and 1-2 years of experience with PCs, computer technology, or related field; or equivalent combination of education and experience. Incumbent must have computer operations experience in a diverse platform environment (UNIX, Windows, Linux, etc.) and thorough knowledge of Windows operating systems. It is essential that this individual have the ability to quickly assimilate new knowledge and apply it to existing circumstances. The successful candidate will have highly developed attention to detail, excellent verbal and written communications skills, and good customer relations skills.