Insight Global is looking for Support Analyst to join one of North America's largest retail and wellness companies. This with your fellow Office Technology Enablement team members to provide technical support and knowledge to our
Store Support Centers. It's not just getting through tickets: you are empowered to be solution oriented, think
outside the box, and find resolutions, all with the goal of providing our employees with an exceptional support experience each and every time they reach out.
We are a fast-moving organization, and the Technology team is no exception! This means you must be agile, adaptive to change, and a quick learner. You are eager and excited to pick up new skills and apply them to your day-to-day role. There is a lot of variety in the OTE team to keep you stimulated, but enough familiarity to become a master of user-facing technology and to build reliable and trusting end user, Executive, and vendor partnership.

• Provide expert technical guidance, advice and training to enhance systems.
• Troubleshooting, diagnosing, and resolving technology issues (hardware, software, access, systems, meeting rooms, printers, desk top peripherals) through a full incident lifecycle, while prioritizing and organizing multiple streams of work.
• Master both the technical applications and operational processes of how our user-facing and office technologies work, partnering closely with our level 3 cross-functional teams for continuous learning.
• Manage tickets in ServiceNow by taking ownership and providing accurate, timely updates in your personal queue and the team queue while meeting our SLAs and KPIs for incidents and tasks.
• Support queue management by identifying trends, opening Parent and/or Problem tickets, escalating to the correct teams for quick resolution.
• Contribute to the improvement of processes and implementation of new technologies.
• Demonstrate professional and effective communication skills to support users, peers, and
cross-functional partners. This comes in in all forms of communication: Telephone, email,
remote sessions, and in-person. All touch points to be documented in incidents.
• Build a positive working relationship with our SSC employees, 3rd party vendors, and cross functional partners.
• Work closely with our vendors to address our oldest tickets and brainstorm for solutions on potential roadblocks.
• Participate as a technical project resource as and when required.
• Participate in on call rotation as required.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.