Associate Service Desk Analyst

Minneapolis, Minnesota Apply

Position Purpose

The Associate Service Desk Analyst provides front-line technical support via phone, in email, and in person for all team members at Sleep Number.

Primary Responsibilities

  • Use ticketing system (ServiceNow) to document incidents and to escalate them to other groups if necessary
  • Initial triage, troubleshooting, and analysis of hardware and software issues
  • Assist with testing of new applications and updates to both software and hardware systems
  • Interact with all levels of staff and management throughout each segment of the business
  • Modification of configurations, utilities, software default settings, etc. for workstations
  • Occasional troubleshooting deep dive into chronic/re-occurring issues
  • Break/Fix of known issues
  • Identify potential outages, fully document, and notify appropriate on-call staff
  • Password resets not handled by automated systems
  • Utilize, contribute to, and update the Service Desk knowledge base
  • Partner with Tier 2 and 3 Support Teams on projects, deployments, and upgrade initiatives

Key Performance Indicators

  • Quality and professional interaction with end-users
  • Demonstrates consistent performance related to troubleshooting and issue resolution
  • Complete and accurate documentation of all incidents
  • Opens and closes incidents in a timely manner, maintaining targeted First Call Resolution and quality metrics
  • Provides status updates on outstanding incidents to users
  • Works efficiently and ensures troubleshooting steps are taken and noted on every call

Position Requirements

  • Quality and professional interaction with end-users
  • Demonstrates consistent performance related to troubleshooting and issue resolution
  • Complete and accurate documentation of all incidents
  • Opens and closes incidents in a timely manner, maintaining targeted First Call Resolution and quality metrics
  • Provides status updates on outstanding incidents to users
  • Works efficiently and ensures troubleshooting steps are taken and noted on every call

Knowledge Skills & Abilities

  • Strong written and oral communication
  • Creative, flexible, and proactive problem solver
  • Ability to prioritize job duties in a fast-paced environment
  • Able to work effectively as part of a team
  • Readily adapts to changing or ambiguous situations; seeks opportunities to grow and develop; learns from successes and failures; recovers quickly from set-backs
  • Digs deep and asks the right questions; willing to challenge personal biases and assumptions; considers costs, benefits and tradeoffs; makes timely decisions based on data and sound judgment
  • Demonstrates personal investment in the team’s success; understands the talent/capabilities needed to meet customer and business objectives; takes an active interest in others’ growth, identifying strengths, development needs and career interests; provides constructive, actionable feedback
  • Seeks challenging assignments and demonstrates a tenacious drive for results; translates strategy into clear plans and action; actively monitors what is getting done and how; holds self and others accountable for execution excellence; leverages technology to optimize efficiency and productivity

Working Conditions

  • Standard Office Environment
  • Able to lift 30 pounds

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R3701
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Sophia, Customer Service Representative

“Sleep is integral to a happy healthy lifestyle and it has such a huge impact on everyday life. Sleep Number is a unique company to work for because you’re truly helping people.”

Sophia, Customer Service Representative

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Interested

  • Information Technology, Minneapolis, Minnesota, United StatesRemove