Global Data Consultants

  • Service and Support Analyst

    Job Locations US-PA-Lancaster
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-2172
    Recruiter
    Rigoberto Colon
  • Overview

    GDC IT Solutions is currently recruiting for a Service and Support Analyst in the Lancaster, PA area.

    Position Overview

    This person will support and monitor daily processes for multiple products.  Any issues or questions are directed to this team member for first level of support as well as process escalation. Outside client or internal tickets are monitored and escalated through this person. This person is responsible for billing and for e-delivery campaign management as well. Monitoring and reporting on key metrics is also part of their responsibility.

    Responsibilities

    • Monitor the established workflow for operations and manage any exceptions as they arise
    • Provide first level support to triage any process exceptions, answer any internal questions and report and respond with periodic metric statistics
    • Work with the Product Management and Production teams to enhance the process and perform UAT testing
    • Create documentation and metrics needed to monitor product effectiveness.

    Minimum Qualifications

    • 2-3+ years of technical project support and coordination experience
    • Ability to understand workflows and create internal documentation
    • Ability to communicate effectively in written and verbal format
    • Ability to troubleshoot issues and provide direction to IT
    • Ability to work both as a team player and independently
    • Advanced Excel skills for reporting
    • Process improvement experience
    • Experience with the SDLC
    • Experience with a ticketing system, ServiceNow preferred. 

    Preferred Experience

    • Print industry experience
    • Experience with e-delivery and billing 
    • Experience with process management and improvement
    • Bachelor's degree is highly preferred 

    What We Do

    GDC IT Solutions (GDC) is a full-service Information Technology (IT) company providing solutions that empower businesses to increase employee productivity, maximize investments, and improve operational efficiencies. With experienced and certified professionals, we deliver services in the areas of application development, data center, 24/7 multilingual service desk, desktop lifecycle management, project management, business process consulting, and IT staff augmentation. 

    What Makes GDC Different:

    Our employees are our greatest asset continually driving our success each and every day. We attract and maintain the best talent to provide a personal customer experience at every touchpoint. Our technology professionals care about day-to-day client interactions and resolving customer issues quickly and efficiently, the first time. We deliver services with a code of high ethical responsibility, both to protect our clients and to assure that the work is carried out at the maximum level of professionalism. We are technology experts remaining one step ahead as technology evolves and constantly engaging to understand our clients’ business technology needs in order to deliver the best possible solution. 

    Why Work for GDC?

    • Cutting Edge Technology and Innovation: GDC fully supports and embraces continuing education and industry certifications to stay ahead of trends and remain current within the technology landscape. We recognize that our employees add the real value to our clients and to our business. By approaching our daily operations with a passion for innovation and a shared-learning environment, everyone can make a positive difference.
    • Career Growth: GDC is one of the fastest growing companies in the region!  Sustained growth means ongoing opportunity. Many of our senior leaders have grown within the company, starting with the helpdesk or other entry-level roles to become thought leaders in the fields of IT infrastructure, application development, project management, and business development.
    • Employee-Centric Environment: GDC prides itself on employee satisfaction with a firm belief that happy employees are the most productive employees. In appreciation of our employees and their contributions, we sponsor numerous events throughout the year including an annual gala, golf, lunch barbeques and more.
    • Comprehensive Benefits Package: GDC offers competitive compensation, excellent benefits, and a positive work environment designed around the philosophy of mutual respect. Our comprehensive benefits package includes medical, dental, prescription, vision, 401(k), short and long-term disability, and group life
    • Holiday and Vacation: GDC firmly believes in a comfortable work-life balance, and we offer comprehensive holiday and paid-time-off (PTO) packages.  We provide a generous PTO package, and we encourage our staff to use it — whether it’s for vacation or other personal reasons everyone needs time to relax and refresh.

    Equal Opportunity Workplace:

    GDC is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.

     

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