Analyst I, IT Service Desk

Job Overview

Job Description Revision Date: 06/22/2020

Job Number:

Job Title:

Analyst, Level 1 IT Service Desk

Typical Position Title: Analyst I, IT Service Desk

Typically Reports to Title:

Lead/Manager, IT Service Desk

FLSA Status (U.S. Only):

 Non-Exempt   -OR-     Exempt

Support, diagnose, analyze, and resolve first-level user incidents and fulfill first-level user requests in compliance with CommScope Service Desk standards, policies and procedures; meet or exceed Commscope’s service level, quality, customer satisfaction, user experience and job performance. 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.  Perform account administration, software installation, and other routine activities.  Resolve basic issues directly; escalate 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 escalate when knowledge gaps are identified. Complete all assigned learning and development activities. 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.

• Deliver effective user experiences and satisfaction by providing first-level support services on an assigned shift for a 24x7x365 US-English-based Service Desk
• Analyze trends for ways to prevent future problems
• Acquire and maintain required skill levels, including voice and chat channel skills, technical troubleshooting skills, and soft skills, e.g., emotional intelligence effective interactions
• Participate in HR activities as needed, e.g.,  onboarding and performance management
• Escalate to the Shift Supervisor where difficult or controversial calls are received that cannot be handled through normal functional escalation channels
• Provide statistics/reports and attend meetings as requested, e.g. training/awareness sessions
• Liaise with other Service Desk and CommScope staff as required
• Attend briefings on changes or deployments that may affect volumes at the Service Desk
• Efficiently handle user and user device demand for Service Desk services, including incident handling, service request fulfillment, standard change handling, Service Desk knowledge management/learning, support for problem management, critical incident handling and service continuity, Service Desk service level management, reporting, review, participation in audit, staff and ticket quality management, staff training and development, and continual improvement; act as an hierarchical escalation point for Service Desk Supervisors and L1.5 Analysts for issues that cannot be handled by functional escalation; escalate issues that may significantly impact the business to higher-level management in a timely, crisp manner
• Participate in shift-left and quality and continual improvement and automation initiatives
• Apply basic technical knowledge to resolve application, hardware, and services solutions
• Execute basic policies and procedures developed for the function
• Recognize, research, analyze, isolate and resolve problems related to information systems/services
• Coordinate referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training, and follow-up
• Document requests, issue and applied fixes in ticketing system
• Perform administration of accounts in various business information systems
• Apply understanding and knowledge of information systems, technology, products and services to assist end-users with questions and service requests
• Develop end-user help sheets and technical support documentation
• Provide support & implementation guidance for technical solutions; review and revise support procedures as required to satisfy specific helpdesk &/or customer needs
• Provide support services (queue monitoring and management, incoming call management, customer request and issue resolution & escalation) and implementation deliverables

Check the box that indicates the scope of this position’s accountability and detail the locations of accountability.

 Local

       (Accountable to single country)

 Regional

       (Accountable to multiple countries)

 Global

       (Accountable to multiple continents)

List either the country (local), the countries (regional), or the multiple continents (global) impacted:

Provide any additional comments relative to the accountability / impact of this position.

Is this a job progression?

 Yes   -OR-     No

  If this job is part of a progression, outline minimum requirements per grade in the designated section.

FILL OUT SECTIONS BELOW ONLY IF THIS JOB IS A PART OF A JOB PROGRESSION.

Grade 7

 High School diploma or equivalent

 Associate’s in related curriculum such as      

 Bachelor’s in related curriculum such as      

 Master’s in related curriculum such as      

w/ 1-2 Years of Related Experience

Grade 8

 High School diploma or equivalent

 Associate’s in related curriculum such as Information Systems

 Bachelor’s in related curriculum such as      

 Master’s in related curriculum such as      

w/ 3+ Years of Related Experience

Grade 9

 High School diploma or equivalent

 Associate’s in related curriculum such as Information Systems

 Bachelor’s in related curriculum such as      

 Master’s in related curriculum such as      

w/ 5+ Years of Related Experience

SKILLS REQUIRED

Include demonstrated competencies and physical, mental, & interpersonal skills.

• ITIL® Foundation Level Certification (or equivalent) Perferred, including knowledge and experience executing ITIL best practices in an organization of similar in size, scope, and complexity as  CommScope, including: incident management and service request fulfillment, and, as applicable, one or more of the following specialty areas: standard change management, Service Desk knowledge management/learning and development, support for problem management, critical incident handling and service continuity, Service Desk service level management, reporting, review, participation in audit, staff and ticket quality management, staff training and development, and continual improvement
• 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 NextThink and MS Endpoint Manager), emoji-based EX tools (e.g., HappySignals)
• Strong reporting, presentation and analytical skills
• Ability to execute strategies, to communicate and coordinate work efforts across IT teams,  and develop and maintain relationships at all levels of the organization
• Ability to prioritize and execute tasks while under pressure
• Aptitude for working with applications/systems to undertake analysis, diagnosis and resolution to staff problems, which may range from straightforward to more complicated technical issues
• Strong written and verbal skills
• Highly self-motivated
• Experience working as a team member in a global, collaborative environment.
• Strong interpersonal communication skills, analytical abilities, detail orientation, quality focus, and problem-solving skills, as well as a broad knowledge of business functions and information technologies
  • • • Experience in, e.g., Service Desk, Customer Service and/or Help Desk support activities
• Knowledge iof workstation support tools, common workstation applications/hardware, network connectivity, MS Windows platforms, MS Exchange/Outlook, smart phones, etc.
• Strong critical thinking and troubleshooting skills
• 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
• Distinct customer service orientation with strong sense of ownership to effectively resolve open issues

• Strong team spirit with ability to work both in local and virtual team settings
• Desire to learn new skills and to extend knowledge into new technologies as required
• Occasional travel to regional offices, seminars and training
• Occasional evening and weekend work
• Sitting and operation of a computer for extended periods of time
• Speak English fluently
• Ability to implement basic support plans
• Ability to analyze basic helpdesk requirements and solutions and adjust plans if circumstances dictate
• Ability to understand basic helpdesk operations success criteria and evaluate current and future helpdesk architecture scenarios
• Ability and technical savvy to learn and apply new technical applications
• Good customer skills; ability to communicate with other personnel
• Good attention to detail
• Some support management skills to include organization, communications, documentation, and cross group collaboration
• Ability to work independently, within tight guidelines, while maintaining priorities and flexibility
• Ability to minimize conflicts
• Ability to use Microsoft office products to include, but not limited to Word, Excel, PowerPoint

Information Technology Individual Contributor Competencies

Key Values

Competency

Definition

INNOVATION

Creativity

Produces a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be original and value-added in brainstorming settings.

Innovation Management

Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; has a sense about managing the creative process of others; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.

INTEGRITY

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Drive for Results

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Integrity and Trust

Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; does not misrepresent him/herself for personal gain.

INTERDEPENDENCE

Peer Relationships

Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Written Communications

Can write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Listening

Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagree

IMPROVEMENT

Learning on the Fly

Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Process Management

Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

STRATEGIC SKILLS

Functional/Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. and seeks opportunities to learn when facing change and new challenges