Job Description

Insight Global is seeking a motivated and energized Service Analyst to join a manufacturing company in the local Cleveland Area. As the Service Analys (SA), youw ill 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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

- ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks

- Broad business and technical awareness of Microsoft, Network Infrastructure, Security and application technologies, alongside end user devices

- Sufficient level of IS/IT business awareness

- Working knowledge of the Avon's chosen service management tool or other comparable Service desk toolsets

- Knowledge of reporting methodologies and good communication skills

- Experience with ticketing systems -- ServiceNow, Remedy or similar

- Must be able to lift and carry up to 50 lbs - Customer service background -- Geek Squad or similar would be very applicable

- Experience in an IT service team role in an SLA governed environment

- Experience of working in a Service Management team

- Experience in Reduction of Incident / Problem volumes & Service Improvement and/or Continuous Improvement activities

- Experience of providing support in a manufacturing environment null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.