IT Service-Desk Analyst

Supported languages
The languages to be supported by the Service-Desk are: English, and French and German.
Therefore, the Service-Desk Analysts will at least speak 2 of these 3 languages (fluent).
Skills
Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers, ability to work under tight deadlines.
Analytical skills (Ability to analyze and synthesize), capacity for teamwork (team spirit), manages time and workload effectively.
Education/Experience :

- 1-2 years work experience in a similar position .
- 2 years technical degree in computer science minimum (School leaving certificate +2)- is a plus
Others :
Available to travel for training to US and Europe (approximately 1 month)

- Welcome, analyze and record each incident, request or change request within the call tracking system of Steelcase (Service-Now software) accordingly to the relevant procedures.
- Allocate the accurate priority code in accordance with the agreed priority table for the service and agreed with the User.
- Investigate and diagnose incidents, requests or change requests, and attempt to resolve them using the Knowledge Solutions available within the Knowledge Base.
- In accordance with the Service Levels, resolve incidents, requests or change requests either over the telephone or via the use of remote support tools as soon as these incidents, requests or change requests belong to the area of competency and responsibility of the Service-Desk.
o In accordance with the Service Levels, when these incidents, requests or change requests do not belong to the area of competency and responsibility of the Service-Desk, refer to a Supplier Solution Team, a Customer Solution Team or a 3rd Party for resolution (Level two teams)
- When allocating incidents, requests or change requests to level two teams, inform them that the incident, request or change request has been allocated to them and ensure ownership of resolution is clear. In cases of disputed ownership, escalate to the Service-Desk manager for agreement.
- Update the incidents, requests and change requests in the call tracking system of Steelcase in a timely manner, giving details of progress to resolution.
- Ensure the User gets updated about the evolution and the closure of his incident, request or change request, both via telephone, call or e-mail and in line with agreed service levels (response targets and resolution targets).
- Manage major incidents accordingly to the relevant procedures.


Geographical scope
While getting started, the geographical scope of users and supported information systems will be mainly North America..
But this geographical scope is very likely to be progressively extended to include other regions of the world (Europe-Middle-East-Africa (EMEA) region and Asia Pacific) as Steelcase intends to develop “follow-the-sun” support mechanisms.

Service-Desk customers
Steelcase employees and dealers, Steelcase IT teams.
Steelcase is providing his dealers with ordering software and graphical tools, and needs to provide the associated support to these software and tools.

Technical scope
Steelcase Service-Desk process relies on a Single Point Of Contact process (SPOC process) where any Service-Desk customer will contact Steelcase Service-Desk to submit any IT-related incident or request.
No matter whether this incident or request relates to:
- Any end-user workplace device (laptop, desktop, printers, scanners, copiers, barcode readers, multimedia display screens, video projectors, etc)
- Any software running on the end-user workplace (Microsoft Outlook, Microsoft Word, Excel, PowerPoint, LiveMeeting, SAPGui, Adobe software, VPN ISA client, Trend anti-virus, etc…)
- Any software running on a web-based or client-server mode (SAP, CRM, Windchill, MBI, etc…)
- Any network infrastructure component (WAN/LAN)
- Any datacenter infrastructure component (servers, SAN’s, VM’s, etc…) delivering application-related services and/or technical services

Steelcase Inc., the global leader in the office furniture industry, was founded in 1912 by people with a strong commitment to doing the right thing for their customers, employees, business partners, associates and neighbors. Today we’re a global company with fiscal year 2011 revenue of approximately $2.4 billion USD and about 10,000 employees.

For our new Global Business Center in Cluj-Napoca, we’re looking for people who are passionate about finding solutions, who do their best work as part of a team and who share our commitment to quality and doing things right. If you are interested in joining our team please send your CV and letter of intent to HR_GBC-CJ@steelcase.com.

For more information about the company please visit www.steelcase.com