Senior Service Center Analyst-Lead
Foster Farms has been a family-owned and operated company for four generations. Since our founding days back in 1939, we have always been committed to providing consumers with the highest-quality, best-tasting poultry products available. The hope is that our commitment to excellence, honesty, quality, service, and our people will shine through in everything we do.
We are always looking for talented individuals to join the Foster Farms team. We offer the experience of a large organization, but operate like a family business. More than half of our job openings are filled by internal promotion, and we encourage employees to gain a variety of experiences across different functional groups.
PURPOSE OF POSITION:
To be the functional lead within the IT Service Center, responsible for the day-to-day operations of the IT Service Center, ensuring that each Service Center member is adequately trained, serving as a liaison between the Service Center and each IT team, resolving escalated issues, and performing other duties as assigned by the Service Center Manager. The goal is to maximize internal customer productivity in the Foster Farms community by promptly responding to technical requests, minimizing equipment downtime and improving customer skills through phone support, walk-in requests and site visits.
The IT Service Center is the single point of first contact for all IT customers requiring problem resolution, desktop/laptop and other hardware equipment installations or repair, phone service changes, security and user ID administration and Office products training. The role ensures customers are familiar with the technology applied in the performance of their job and enhances productivity at all levels in the company through prompt, meaningful response to questions, efficient problem resolution and on-site visits.
ESSENTIAL JOB FUNCTIONS: -
Oversight of the day-to-day operations within the Service Center. Ensuring that each ticket is efficiently and adequately addressed in a timely manner.
Act as a point of escalation for all Service Center members; providing direction, troubleshooting advice, and resolutions on complex issues resolvable by the Service Center.
Coordinates and ensures training opportunities for all Service Center members are provided.
Schedules overview sessions, workshops, instructional tours, etc.
Research technological advances and makes recommendations to the Service Center Manager.
Participation in projects in order to ensure customer support requirements are addressed prior to a roll-out or go-live. This role will include the creation of Service Level Agreements (SLAs) to coincide with new project and existing services.
Create and maintain Standard Operating Procedures relating to installation, security and training used in the Service Center.
Other duties as assigned by the Service Center Manager.
Bachelors degree in computer science, information systems, or software engineering is required.
Experience working both independently and, in a team-oriented collaborative environment.
3+ years experience working in a Service Center, Help Desk, or Desktop Support environment.
2+ years troubleshooting desktop, laptop, printers, and other peripherals.
2+ years experience with Windows and MS Office applications.
Highly self-motivated and self-directed, able to make sound decisions with little direction from Management.
Ability to communicate clearly, concisely, and effectively with non-technical staff, IT staff, and business teams.
Ability to communicate effectively with varying levels of management, customers, and team members in both written and verbal form.
Ability to plan, organize, prioritize and execute tasks in a changing and demanding environment.
Strong customer service, communications, and interpersonal skills.
Proven analytical and problem solving skills.
Strong service oriented mentality with a desire to help others.
3-5 years of IT experience working in a manufacturing organization.
Must be able to work various shift schedules.
Experience learning and documenting business requirements.
Consumer products industry experience strongly preferred.
Ability to move up within the organization.
Must have reliable transportation.
Must have or be able to obtain CA drivers license.
Must be able to travel over night occasionally.
Must be able to have consistent attendance in the Livingston, or other assigned Foster Farms Office.
Must be able to sit for long periods of time.
Must be able to drive to various company and vendor locations.
Must be able to work on the computer for long periods of time.
Must be able to deal with periodic high stress situations.
Must be able to stay calm and focused when dealing with difficult issues.
Ability to lift up to 50 lbs.
All your information will be kept confidential according to EEO guidelines.
Foster Farms is an Equal Opportunity Employer - Minorities, Females, Veterans and individuals with disabilities are encouraged to apply.
Foster Farms participates in E-Verify during the hire process at all locations for all new employees.