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Analyst IT Operations IT Service Desk Practitioner

Location
Scottsdale, AZ

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REPORTING RELATIONSHIPS: Reports to: Manager/Director
CORE DUTIES AND RESPONSIBILITIES:
Provides technical support to diagnose, analyze, research and resolve moderately complex computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.
Executes incident and change management processes for moderately complex PC, server, or mainframe applications and hardware.
Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for moderately complex technical incidents in order to ensure satisfaction.
Documents and routes moderately complex customer escalation's and recommends appropriate technical team or resource.
Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.
Provides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applications.
Performs all other duties as assigned.
MINIMUM JOB REQUIREMENTS:
Education- Undergraduate studies in computer science management information systems, business administration, insurance or related field is preferred.
Knowledge- Proven knowledge of mainframe, microcomputer and/or network technologies and applications. Must have an understanding of customer business and product environment. Must have an understanding of business systems, data processing, and customer service concepts and practices.
Certification/ Designation-Certification in Microsoft or an equivalent designation is preferred.
Experience- Two years of experience in a related field. Customer service experience is preferred.
Skills-Must have good verbal and written communication skills to effectively interact with customers and all levels of personnel. Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions. Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management. Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals. Must have good analytical and decision-making skills.
Values-Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.
Staffing Exceptions-Staffing exceptions to the above minimum job requirements must be approved by the: Vice President and Human Resources.
JOB CONDITIONS:
Working Conditions: Extended periods on phone and personal computer. May be required to work non-standard hours based on hours of operation and schedule. May be required to carry a cell phone and respond to pages
Overtime Eligibility: Eligible (nonexempt)
ADA: The above statements cover what are generally believed to the principal and essential functions of this job. Specific circumstances may allow or require some associates assigned to the job to perform a somewhat different combination of duties.
Job Evaluation Activity: Evaluated March 2010 JDC
Additional Job Description
As an IT Service Desk Practitioner, you will follow documented call handling procedures to manage inbound contacts and document relevant information in a Service Management tool, while providing excellent customer service and technical support services. Providing telephone-based technical support services to Nationwide employees, agents, and contractors
The ideal candidate will be good at multi-tasking in many different applications, and possess the ability to comfortably type while talking. He/she should be able to control a conversation while expressing appropriate empathy and energy directed towards providing a technical solution for the caller.
Skills required include:
Experience with a Service Management tool, such as HP Service Center or Service Now
Experience using Remote Tools, such as Go To Assist or Citrix
Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services (such as Verizon MiFi)
Experience troubleshooting and using Windows based operating systems in a corporate environment
Experience using and troubleshooting email applications, such as Outlook or Lotus Notes
Experience using and supporting the use of smartphones for business, including the use of business email applications such as Good Mobile.
Experience providing helpdesk type services in another large corporate environment, in support of both standard technologies such as desktop software and printing, as well as business applications for an insurance, financial, or related industry
IT Service Desk operates 6am - 5:30pm Mo – Fr. Candidates must be flexible and available to work an assigned schedule during those hours. Must available for on call rotation.
Job ID: 51734
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Products underwritten by Nationwide Mutual Insurance Company and Affiliated Companies. Not all Nationwide affiliated companies are mutual companies, and not all Nationwide members are insured by a mutual company. Subject to underwriting guidelines, review, and approval. Products and discounts not available to all persons in all states. Nationwide Investment Services Corporation, member FINRA
. Home Office: One Nationwide Plaza, Columbus, OH. Nationwide, the Nationwide N and Eagle, and other marks displayed on this page are service marks of Nationwide Mutual Insurance Company, unless otherwise disclosed. ©
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