CASY-MSCCN Jobs

The Business Partner Services (BPS) team within the Information Technology department works exclusively within the desktop environment and is responsible for supporting internal customers across multiple locations throughout the Consumers Energy territory. A strong understanding of customer service is essential, as all work generated in this space will directly impact internal business customers.

JOB DESCRIPTION/RESPONSIBILITIES

This role is responsible for helping oversee the IT Service Desk daily operations. Responsibilities include monitoring OLA metrics and developing action items. You will also be responsible for doing Quality Audits for phone calls and tickets, identifying trends, providing input to knowledge documentation, and working with leadership on process updates. You will be working with IT and other shared services to identify trends in CEVA data. You will be required to develop reports within ServiceNow and dashboards within PowerBI. This role will also be working with our business partners, hiring managers, and desktop support teams. You will be ensuring the company new hires have their computing equipment on their first day.

ESSENTIAL FUNCTIONS

o Monitor key metrics and develop action items for metrics that are off target

o Review IT Service Desk calls and tickets to ensure agents are meeting expected performance

o Identify trends in calls or tickets

o Behavioral issues

o Knowledge gaps

o Supports or leads process improvement / waste elimination projects and technologies to improve services

o Manages service escalation to resolution and identifies continuous improvement opportunities as appropriate.

o Assist management in developing coaching plans

o Assist with the onboarding of new IT Service Desk agents

o Provide monthly metrics report for IT Service Desk, Desktop Support teams, and knowledge management

o Assist with ITSM tool enhancements or changes

o Create ServiceNow reports and PowerPoints as needed

o Build and maintain PowerBI dashboards

o Work with business partners and desktop support teams to ensure new hires have equipment for their first day of work

o Coordinate with HR and hiring manager on start date and shipment location

o Ensure desktop support team ships out devices prior to new hire start dates

o The following skills will set you apart from others:

o Experience Managing a Service Desk and Deskside Support Team

o Experience with process improvement and automation to eliminate work effort

REQUIREMENTS/QUALIFICIATIONS

• Exceptional interpersonal and communication skills, with an ability to translate technical terms into easily understood concepts for business users

• Ability to link data in ticket trends to issues

• Ability to think analytically and problem solve; further, make effective decisions based upon troubleshooting techniques

• Microsoft Excel Pivot Table and Charts. Power Platform (BI, Automated)

• Operate in a results-oriented manner: provide reliable and dependable customer service at all times

• Be aware of the business and its customers and work in a way that supports their needs; practice patience and empathy

• Ability to handle multiple tasks in an organized manner

• Must be self-motivated with an ability to learn new technologies

• Experience using business applications including MS Office Suite (Word, Excel, Outlook, SharePoint)

• Experience with ServiceNow, Genesys, and Microsoft Power Platforms

HOURS AND TRAVEL

• Normal business hours Monday – Friday, with some on call required. Limited travel to company locations

Education

• High school degree

Skills:

it support

Top Skills Details:

it support

Additional Skills & Qualifications:

• Excellent communication skills both written and verbal

• Ability to recognize, analyze, and solve a variety of problems

• Ability to analyze, organize, and prioritize work while meeting multiple deadlines

• Proficient in Microsoft Office applications

• Understanding of ITSM Ticket Tools

• Ability to translate technical terms to a non technical audience

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.