Service Desk Analyst

Greif offers a great working environment and the opportunity to make an immediate impact at a company where your ideas are always welcome.

Job Requisition #:
024913 Service Desk Analyst (Open)

**Job Description**:
Key Responsibilities
- Prompt answering of phone calls or walk-up requests in clear and consistent manner.
- Ability to quickly take control of situations and to assess impact and urgency.
- Ability to convey a sense of empathy to the end user, and to ensure they have called the right place and their issue will be fully and properly addressed.
- Ability to document clearly and concisely, yet quickly all calls within the IT Services Management System.
- Ability to follow on-call rotation list to contact the correct resolver group or on-call regional technician when necessary.
- The ability to follow written instructions and procedures for password reset of various systems.
- The ability to follow written instructions on quick-resolution procedures for common issues for various system.
- The wisdom to know when to discontinue troubleshooting before it becomes prolonged and engage higher levels of technical or hierarchical support.
- Monitoring of ticket queues to process incidents and service requests in a timely matter with regard to priority.
- Completion of Standard Service Requests including software installations, and other administrative tasks.
- Management of IT asset inventory
- Ability to interface and build relationships with outside vendors (phone company, printer repair, etc.)

Education and Experience
- Typically possesses a high school diploma (or equivalent) and up to 2 years of relevant experience.

Knowledge and Skills
- General knowledge of IT functions required.
- Good skills in customer service, and verbal, written and mathematical skills.
- Good skills in supporting of the company's operating system in a domain environment.
- Good understanding of Microsoft Office Suite.
- Good attention to detail, and ability to maintain confidential information is required.
- Good communication skills in English.

Background Requirements
- Required_
- Excellent customer service and teamwork ethics.
- Ability to multitask and manage high-stress situations or agitated colleagues
- 1-2 years of experience in call-center, telephone-based troubleshooting with end users. Enterprise IT support a plus.
- Good general computer and network hardware skills.
- Troubleshooting general hardware failures.
- Ability to lift 35 pounds without assistance
- Ability to occasionally travel to Greif plants throughout the Brazil.
- Strongly suggested areas of background experience_
- Experience with Lenovo equipment a plus.
- Experience troubleshooting WAN outages a plus.
- Experience in a corporate environment a plus.
- Good skills with Microsoft Windows 10. Windows 11 experience a plus.
- Troubleshooting general common Windows errors
- Troubleshooting general network connectivity issues
- Good skills with Microsoft Office 365 (or 2019/2016)
- Troubleshooting general common Office issues
- Knowledge of basic Office functions and settings.
- Good skills with Outlook 365 (or 2019/2016)
- Troubleshooting general common Outlook errors
- Knowledge of basic Outlook functions and settings.
- iPhone experience or troubleshooting a plus.
- MDM experience helpful (e.g., MobileIron)
- Typing skills a plus.
- Familiarity with remote control tools (e.g,. TeamViewer, Dameware, VNC)
- Familiarity with ITIL v3/v4 foundational concepts a plus.

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EEO Statement:

- We offer a competitive salary, excellent benefits and opportunity for growth. Greif, Inc. is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. _
- EOE/Minority/Female/Disabled/Veteran._
- For more information read Greif’s Equal Opportunity Policy._