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Foremost Farms USA · 2 weeks ago

Service Desk Analyst I

Madison, WI

Full-time

Hybrid

Entry Level

1+ years exp

Foremost Farms USA is one of the largest dairy cooperatives in the United States, seeking a Service Desk Analyst I to deliver professional customer support for technology services. The role involves resolving incidents, fulfilling requests, and ensuring high-quality technology experiences for employees and stakeholders.

Food and BeverageFood Processing

Responsibilities

Provide prompt, professional IT customer support via all support channels including walkup, email, phone, and chat

Promotes a professional Service Desk image

Resolves incidents and fulfills requests according to SLAs

Performs troubleshooting with customers

Records and tracks incidents from onset to conclusion

Identifies and classifies incident types and service interruptions

Documents symptoms and resolutions

Engages with other teams to resolve complex or unresolved incidents

Uses experience to address customer issues

Interrogates knowledgebases for potential solutions

Follows ITSM processes for Change, Problem, and Knowledge management practices

Apply, monitor and understand service standards

Monitors service delivery channels and collects performance data

Assists with the specification, development, research and evaluation of services standards

Applies these standards to resolve or escalate issues and gives technical briefings to staff members

Assists with new user IT training

Provisions and deprovisions user accounts

Fulfills access requests

Follow schedule with other team members to be on-call 24/7

Acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements

Other related duties as assigned