Analyst I, It Service Desk Job in Commscope

How You'll Help Us Connect the World: Provide support via chat, telephone, email, and remote support, related to workstation hardware and software, mobile devices, network connectivity, and audio, video, and web conferencing systems. Resolve basic issues directly. Raise more complex issues to upper-tier support functions, or where applicable, to the IT Service Desk Supervisor. Leverage the knowledge base to resolve incidents and call out when knowledge gaps are identified. Demonstrate basic knowledge of the CommScope business and user segments, technology, IT functions, and Service Desk (including Service Desk tools and processes). Raise continual improvement opportunities, especially those associated with reducing ticket volume and time to repair, and to shifting demand left. Provide support for L1.5 Analyst process, technology and functional specialty area owners, and complete related tasks and training associated with these areas. Work on one of three shifts providing 24x7x365 coverage. Role requires an adaptive schedule, i.e., moving among shifts, or starting / finishing at different times to meet user demand. Required Qualifications for Consideration: Graduate in any field with 2+ years of work experience in a call center, customer service or helpdesk support activity. You Will Excite Us If You Have: ServiceNow training and experience on modules central to the work of the Service Desk, especially incident and request management Experience with current Service Desk-related tools, e.g., those used by CommScope: CTI/AVR/ACD, e.g., Cisco Finesse, Bomgar, Hitachi password, UX/Endpoint management tools (like Next Think and MS Endpoint Manager), emoji-based EX tools (e.g., HappySignals) Knowledge of workstation support tools, common workstation applications/hardware, network connectivity, MS Windows platforms, MS Exchange/Outlook, smart phones, etc. Provide statistics/reports and attend meetings as requested, e.g., training/awareness sessions. Highly self-motivated and self-directed, with keen attention to detail and excellent organizational skills Effective spoken and written English language communication skills with ability to impart ideas in both technical and user-friendly language. Desire to learn new skills and to extend knowledge into new technologies as required.