Analyst I, Helpdesk

Southern Company; Birmingham (AL); On-site; USD 45,000 - 65,000; Full time

Job summary

Southern Company is seeking a Technology Service Desk Analyst to act as the frontline, single point of contact for business partners requiring assistance from the Technology Organization. This role requires strong customer service abilities and technical expertise to resolve issues at first contact, 24x7.

The successful candidate will engage with IT and other departments, own technical issues, and work across teams to ensure timely resolution and high customer satisfaction.

Qualifications

• Bachelor's degree in a technology-related field preferred.
• 1–3 years’ experience in computer/technology field preferred.
• Thorough knowledge of information technologies and understanding of infrastructure and telecom transport.
• Ability to build and maintain relationships within IT and other departments.
• Willingness to take ownership of technical issues.
• Excellent analytical abilities and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Ability to make decisions with little guidance.
• Self-starter, initiative, independent thinking.
• Strong customer service skills.
• Strong oral and written skills.
• Knowledge of LAN/WAN and Remedy Event Management System.

Responsibilities

• Consult with business partners via calls and email to address support needs.
• Communicate progress and educate stakeholders about current and future products.
• Coordinate touchpoints with Infrastructure Operations Center, Application Portfolio teams, product owners and Workplace Support.
• Document all incidents completely for trend analysis and call avoidance; provide technical fixes and client-ready solutions.

Skills

Customer service

Communication

Troubleshooting

Multi-tasking

Independent thinking

Relationship building

Decision making

Self-starter

Team collaboration

Technical knowledge

Problem solving

Education

B.S. degree in technology-related field

1–3 years’ experience in computer/technology field

Tools

Remedy Event Management System

Mainframe basics

Job description

JOB SUMMARY:

The Technology Service Desk analyst position is responsible for providing the frontline, single point of contact for business partners requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events that come into the Technology Service Desk (24x7). The RLC analyst must combine World Class customer service and is also a technical expert that uses those skills to ensure that TO’s business partners needs are handled on the initial contact, as often as possible.

JOB REQUIREMENTS:

(Education, Experience, Knowledge, Skills )

• B.S. degree in a technology-related field, preferred

• 1 to 3 years’ experience in computer/technology field, preferred

• Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport

• Ability to build and maintain relationships within IT and other departments

• Demonstrated willingness to take ownership of technical issues

• Exceptional analytical abilities and problem-solving skills

• Ability to manage multiple tasks and multiple priorities

• Ability to make decisions with little or no management input and in absence of prior existing guidelines

• Self-starter, initiative, and independent thinking

• Strong customer service skills

• Strong oral and written skills

• Comprehensive knowledge of the Southern Company IT software and hardware configurations including but not limited to: Desktop configurations (PC's, printers, phones/radios), Network configurations, and Window 10, etc.

• Comprehensive knowledge of LAN/WAN technology

• Working knowledge of mainframe technology and associated applications

• Working knowledge of access technologies, and telecommunication terminology

• Comprehensive knowledge of Remedy Event Management System

MAJOR JOB RESPONSIBILITIES:

Consult with business partners

The Technology Service Desk analyst position requires the analyst to be available to take calls, utilizes phone and voice communication technologies to interact with business partners, responding to support needs in a timely fashion with excellent customer service. The analyst in this position must strive to increase the value received from end-user technology products by communicating and educating others about current products and/or future products, and acts as a coordinator, performing communication touchpoints with Infrastructure Operations Center, Application Portfolio teams and products owner, Workplace Support, etc.

Communication and Teamwork

The analyst in this position also follows established processes and procedures and adheres to all Sarbanes-Oxley controls. The analyst should demonstrate teamwork when working with other technology departments and key business units; to inform appropriate parties when issues arise with product deployments, updates and changes, as well as degraded service.

Other responsibilities

The Technology Service Desk analyst must ensure that all incidents are completely and appropriately documented so that trend analysis and call avoidance analysis can be completed. This position is a technical expert who consults with and fixes technology issues for clients and develops solutions. This position is critical for ensuring that business partners’ technology needs are met and that business partners are satisfied.

About Southern Company

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 21814

Job Category: Information Technology

Job Schedule: Full time

Company: Southern Company Services