IT Service Desk Analyst

4 months ago

Lakeshore, Canada Leggett & Platt Full time

We, at Leggett & Platt Inc., are searching for a(n) IT Service Desk Analyst to work within our Automotive** **team to help support our Specialized products business. Did you know we are the world’s leading designer and manufacturer of seating support and comfort systems for transportation manufacturers, as well as tier one and two suppliers within the automotive industry? Our automotive products fall into four primary groups: Seating and Lumbar support, Wireless Charging, Motors and Actuators, and Mechanical Cables. If you join our team, your work will ensure people across the world have a little more comfort in their lives.

**So, what will you be doing as a(n) IT Service Desk Analyst?**
- Monitor and respond quickly and effectively to requests received through the IT helpdesk following SLA rules
- Walk the customer through the problem-solving process by asking educated questions and listening to customers to determine root cause of issues, empowering them to do the same in the future
- Provide step-by-step training material with screenshots for clients, and document internal procedures
- Direct significant, unresolved, or recurring issues to the next level of support personnel immediately
- Provide accurate information and technical assistance support on IT products, services, or issues related to Dynamics 365, other systems, software and hardware
- Follow-up and update customer status and information
- Log all help desk interactions and their resolutions
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting
- Stay current with system information, changes, and updates
- Assist the I.T. team in other duties as deemed necessary
- Employee provisioning / deprovisioning
- Active Directory
- Hardware requests
- Software requests
- Must decide on appropriate user access to Discuss, resolve, or setup with any Issues on any software or hardware
- Network password issues - resetting network passwords

**To be successful in this role, you’ll need**:

- Must be at least 18 years of age to perform this job.
- Bachelor’s degree or same experience equivalent
- Tech savvy with working knowledge of current office automation products, databases, and Microsoft products
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve technical issues without direct supervision
- Proficiency in English
- Customer-oriented and cool-tempered
- Strong communication and organizational skills
- Must have the ability to adapt quickly
- Team interaction
- Keen attention to detail, memory of patterns, and interest in problem solving
- Lifting up to 25 lbs.

**Things we consider a plus**:

- Experience working with the following Dynamics 365 or AX modules is a plus (list is not all inclusive)
- Procurement and Vendor management
- Production
- Warehouse
- Sales and Marketing
- Inventory Management

Leggett & Platt, Incorporated, and all its Canadian affiliates value the diversity of skills, knowledge, and perspectives our employees bring to our workplace. We believe the presence in our workforce of individuals with characteristics protected under local human rights legislation, including but not limited to females, minorities, individuals with disabilities, veterans, persons from all faiths and national origins and of all colours reward us with greater talent, new ideas and unique perspectives. It is therefore our policy to recruit, hire, promote, transfer, administer benefits and handle all other conditions of employment in a non-discriminatory manner without discrimination regarding any protected status under local human rights legislation. Our Chief Executive Officer has requested that all of our employees make equal opportunity a priority. We are committed to workplace accessibility and accommodation of persons with disabilities. Should you have any need for accommodation at any stage of the hiring or recruitment process, please let us know and we will work with you to provide appropriate accommodation or address any accessibility-related needs. This information will be handled as confidentially as practical. You are welcome to contact a member of our Corporate Employee Relations staff at 417-358-8131 if you need assistance to apply, wish to discuss an accommodation, or have questions about this notice.

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