Tech Service Desk Analyst - Frontline IT Support

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

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.