Service Desk Analyst (P523)

84.51° Overview:

84.51° is a retail data science, insights and media company. We help The Kroger Co., consumer packaged goods companies, agencies, publishers and affiliates create more personalized and valuable experiences for shoppers across the path to purchase.

Powered by cutting-edge science, we utilize first-party retail data from more than 62 million U.S. households sourced through the Kroger Plus loyalty card program to fuel a more customer-centric journey using 84.51° Insights, 84.51° Loyalty Marketing and our retail media advertising solution, Kroger Precision Marketing.

Join us at 84.51°!

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The Service Desk Analyst is responsible for providing a single point of contact for all IT-related user inquiries and issues, both internally developed or acquired. The goal is to simplify and improve the experiences of our external customers and internal associates. 

 

Specifics 

This role will be responsible for, but not limited to the following: 

 

• Installing and configuring Windows computers through Microsoft Systems Center Configuration Manager (SCCM) and Intune. 

• Setting up macOS systems utilizing Jamf Pro. 

• Providing on-site assistance at our Support Bar, with our Service Desk Manager organizing coverage schedules to guarantee availability and excellent customer service. 

• Helping customers with the relocation of their in-office IT (Information Technology) equipment. 

• Troubleshooting issues and replacing consumables for multi-function printers. 

• Offering initial IT introduction for new employees in person, or via telephone or Teams call. 

• Delivering first and second-line technical support for the MS (Microsoft) suite of products, laptops, mobile devices, printers, and A/V systems. 

• Performing preliminary troubleshooting and resolution and maintaining follow-up procedures to ensure challenges are addressed swiftly for escalations. 

• Contributing to the evolution of our ServiceNow capabilities and expanding the Service catalog, Knowledge Base, FAQs, and regularly training new Service Desk Analysts on problem-solving techniques. 

• Prioritizing calls by urgency/impact on the business, delegating them to internal teams, and pursuing follow-up actions to meet SLA (Service Level Agreements) objectives and adhere to escalation protocols. 

• Maintaining high work standards, meeting our enterprise SLA goals, and collaboratively ensuring team benchmarks are met. 

• Assess customer satisfaction surveys and identify areas of improvement. 

• Keeping an eye out for potential issues in our environment and reporting any findings, as necessary. 

• In collaboration with colleagues, maintaining all documentation and keeping the CMDB current. 

• Analyzing weekly changes to accurately link reoccurring incidents and changes. 

• Being cooperative, committed to providing outstanding customer service consistently. 

• Displaying a strong commitment to work, customer success in IT utilization, and striving for high customer contentment.