Service Desk Analyst II

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success.  Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance.  We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions.  We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

As a Service Desk Analyst II, you will provide first and second-line technical support to all Credit Acceptance team members with a high level of customer service. You will also perform incident management and request fulfillment for business systems and software while adhering to service-level agreements (SLAs).

Outcomes and Activities:

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required.  However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.
• Provides intermediate-level technical support (software, hardware, processes) to Credit Acceptance team members via phone and web form.
• Provides second-level escalation support for Associate Service Desk Analysts.
• Logs and documents all necessary information for every customer contact.
• Executes incident management for system issues, adhering to established process and SLAs.
• Communicates as the face of IT to all areas of the business for incidents.
• Escalates system issues to the appropriate support teams when appropriate.
• Identifies, recommends, and implements proactive solutions to avoid system issues.
• Performs IT request fulfillment based on established SLAs.
• Ensures Knowledge Base documentation is accurate and current.
• Executes on-boarding process for new Service Desk team members.
• Mentors and coaches all Associate Service Desk Analysts.
• Participates in 24/7 on-call rotation schedule and be able to work an 11am – 8pm EST shift.

Competencies: The following items detail how you will be successful in this role.

• Customer Empathy: Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer’s shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.
• Engineering Excellence: Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.
• One Team: A One Team mindset refers to a collaborative approach across the organization, where individuals work together seamlessly, without boundaries, as a single, cohesive team. Shared goals, open communication and mutual support create a sense of collective purpose. This enables teams to navigate challenges and pursue shared objectives more effectively.
• Owner’s Mindset: Owner’s Mindset involves adopting a set of behaviors that reflect a sense of responsibility, accountability, strategic thinking, and a proactive approach to managing your domain. As an owner, you understand the business and your domain(s) deeply and solve for the right outcome for the domain(s) and the business

Requirements:​

• Associates degree in Computer Technology or related field, or at least one certification such as MCP, MTA, HDI-HDA, ITIL Foundations, or CompTIA A+
• Minimum 3+ years of experience working in a corporate Help Desk or call center environment
• Intermediate knowledge using and troubleshooting Windows 10, Office 2013, and Adobe
• Intermediate knowledge using and troubleshooting hardware such as laptops, desktops, and printers

Preferred Experience:

• Experience with DexTools (i.e; NexThink, ControlUp, ThousandEyes)
• Experience with AI technology
• Advanced knowledge using and troubleshooting network connectivity (wired and wireless) for both home and office
• Intermediate knowledge using and troubleshooting Shar