Service Desk Analyst

About the Company

Central Garden & Pet Company (NASDAQ:

CENT), is a leading innovator, marketer and producer of quality branded products for the pet, lawn and garden supplies markets. Our Corporate IT department is seeking a Service Desk Analyst to work onsite in our Salt Lake City, UT location. This position requires a person who is outgoing, has excellent communications skills, enjoys and works well in a team environment, and likes helping people.

Minimizes adverse impact of incidents on business processes and works to prevent their recurrence. This position analyzes metrics to identify trends, provide proactive recommendations to the management team, and provides operational support for Enterprise desktops and other client technologies.

• Provide Level 1 & 2 Service Desk/Desktop Enterprise Support for all client IT technology.
• Provide schedule flexibility to ensure adequate overall Service Desk Team staffing between 7am and 7pm CT Monday - Friday.
• Answer inbound phone calls, correctly document the calls in the ticket management system, gather additional information, route calls to other teams when they cannot resolve the issue.
• Continual monitoring of the Service Desk queues in the ticket management system.
• Provide local and remote technical support including, but not limited to:
  • Password resets and unlock accounts
  • Remote user support
  • Install, image, build, and configure software & hardware including computers, mobile, & printers
  • Computer software application installation and deployment
  • Local computer inventory management and secure hardware storage
  • Walkup, Onsite, Phone and e-mail technical support
  • Diagnose and resolve hardware, mobile device, telecom, systems software, and network problems
  • Video Conferencing, Web Ex, Wi-Fi and Boardroom VIP onsite meeting technical support.
  • Printer and Copier support and Vendor escalation.
  • Security Camera system initial support and Vendor escalation.
• Investigate root cause and Problem Resolution as needed
• Incident Management
  • Monitoring, tracking, and communications throughout the lifecycle of an incident or service request.
  • Classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure
• Ensure compliance with Incident Management process by reviewing tickets for accuracy and completeness.
• Maintain customer-focused interaction via phone, email and “drive bys” with a courteous, time-sensitive and professional manner.
• Professional “Welcoming” and Onboarding for company new hires, VIP’s and Executives.
• Timely and professional support for company VIP’s, C-level Executives, and their support staff.
• Update and communicate technical service policies, manuals and documentation for products or services supported by the Service Desk as needed.
• Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction.
• Acquire and maintain knowledge of current support policies and methods of support delivery in order to provide technically accurate solutions to customers.
• Lead and/or participate in IT Projects that enhance the quality and efficiency of Service Delivery across the IT technical teams.
• Local Facility support resource as IT coordinator for Moves, Construction, changes to the site(s).
• Local IT Support (LCON) for other CIS teams (Network Operations, System Operations, etc.)
• Travel to local sites for on-site support will be required.
• Travel to regional sites for on-site support may be required.

• Prior experiences with an IT Service Desk or technical call center a plus.
• Enjoys and works well in a team environment and likes helping people.
• Prior experience with VIP and C-level Executives and their support staff a plus.
• Prior experience with Boardroom systems, Wi‑Fi, Video & Web Ex Conferencing a plus.
• Excellent customer and technical support skills and analytical and problem‑solving skills.
• Must be able to communicate technical issues to both technical and non‑technical end users.
• ITIL v3 Foundation Certification (Service Desk, Problem, Incident Manager Practitioner level) preferred.
• MCSE or other certifications are desired but not required.
• Experience with WIN…