Technical Support Analyst - POS

 

 

 

Job ID:  492007

CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America.  Our operations span North America with over 28,000 employees at close to 1,600 locations in 43 US States and 2 Canadian provinces.

 

Position Overview

The CRH Americas Materials IT Service Desk serves as a single point of contact focused on delivering timely resolution of business-impacting disruptions and the prompt execution of end user service reports. 

 

The Technical Support Analyst works in a focused support pod to provide AMAT business users end-to-end resolution of IT application and technical problems.  The role responds to inquiries for help via multiple channels including phone, online chat, and email, and is required to use logic, analysis, and research to determine and employ the best solutions.  The Technical Support Analyst manages end user access to enterprise applications; partners with IT Compliance to ensure audit risks are mitigated; and aligns with Service Operations and Delivery teams to ensure a deeper understanding of supported business applications.

 

Key Responsibilities (Essential Duties and Functions)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Identify chronic or systematic application errors, document through ITSM tool, and collaborate with Service Desk management and Delivery Team Service Managers to ensure closed loop corrective action.
• Use logic and reasoning to identify the strengths and weaknesses of solutions and make recommendations to improve customer operations and/or process flow.
• Respond to inquiries for help via multiple channels such as phone, online chat, and email.
• Participate in an on-call, after-hours support rotation.
• Ensure timely identification and communication of major incidents or of customers’ recurring concerns.
• Develop application expertise in specific business value stream area: Commercial & POS
• Research (and contribute to) technical documents, knowledge base articles and white papers to gather and share technical information.
• Diagnose/determine problem cause and guide customers through appropriate resolution steps.
• Configure supported business applications and instruct end users in their usage.
• Collaborate with other IT analysts and managers to provide technical resolution, through Service Desk support pod and Delivery Team swarming.
• Identify and recommend process/procedural improvement to increase customer satisfaction.
• Manage enterprise application end user access, including terminations.
• Align with IT Compliance to ensure Business User Access Reviews are completed and associated audit risks are mitigated.
• Achieve and adhere to established Service Level Agreements and Key Performance Indicators.
• Other duties as assigned.

 

Qualifications

Education/Experience

• Associate degree in information technology or equivalent, or 2 years of experience working in a similar IT support role.
• 4-5 years of experience handling complex technical support issues in an enterprise environment (preference given to customer-facing application support).
• Experience with JWS Apex, Command, and Libra, preferred.
• 1 year of experience working in the construction materials industry preferred.
• Strong Customer Service Skills required.
• Knowledge of current Windows client, Office 365, and general PC networking and troubleshooting.
• ITIL Foundation and HDI certification a plus.

 

Work Requirements

• Must be 18 years in age or older.
• Must pass pre-employment drug screen and criminal background check.
• Strict adherence to safety requirements and procedures as outlined in the Employee Handbook.

 

Knowledge/Skill Requirements

• Must be able to effectively communicate (verbal and written) with people with a wide range of skills, experience, cultures, and capabilities, clearly describing solutions to computer problems in way that nontechnical users can understand.
• Knowledge of principles and processes for providing customer support service. This includes customer needs assessment, meeting quality standards for services, and the delivery of customer satisfaction.  Must be patient and sympathetic. The position routinely helps business users who are frustrated trying to use software or hardware.
• Must be able to understand