Service Desk Analyst

About GNCSince 1935, GNC has been a global leader in health and wellness innovation, inspiring people to achieve their goals with a trusted and dynamic range of products. As #TeamGNC, we prioritize our consumers, constantly collaborating and developing new ideas to deliver cutting-edge solutions. Our team is passionate about driving change and turning aspirations into actions. We believe that good health is the greatest gift, and there's nothing more rewarding than helping others achieve it. Join us in empowering others to Live Well!What We’re Looking For:At GNC we embrace a “Live Well” philosophy, fostering a dynamic environment where innovation meets passion. Whether someone is an athlete or just starting to focus on their health, we want to deliver the cutting-edge products they deserve. We are looking for an individual who is excited and eager to play a pivotal role in driving excellence in the health and wellness industry. This position offers the opportunity to engage in a collaborative environment where you will make a personal impact every day.The Service Desk Analyst position provides first level problem determination, tracking and resolution or escalation for company owned systems. The ideal candidate will possess excellent customer service and communication skills and assist in delivering world class support to our associates in a collaborative, team environment. This is a dynamic environment which offers exposure to many technologies.What You’ll Do:This is a Full-Time Contract PositionJOB RESPONSIBILITIES:Assumes primary responsibility for installation and initial support of all in-house technology and applications being usedProvide first level contact, documentation, incident management and resolution for all associatesEvaluate routine problem situations and determine which emergency operations or escalation procedures are required, consulting with a supervisor as appropriateLog all issues properly into the IT Service Desk management softwarePlace service calls or utilize depot maintenance on store equipment, including troubleshooting, dispatching service providers and/or maintenance shipping of hot spares by consulting with a supervisorProvide professional, courteous, prompt, and accurate support and solutions to usersFollow up with the customer providing updates as needed and, if applicable, follow up with internal GNC personnel or external vendor ticketing systems/contacts and provide the customer with necessary updatesGather and document detailed problem information and troubleshooting stepsUtilize the internal Service Desk knowledgebase and procedures while sharing documented resolution information with team members so that future issues are resolved fasterGain a working knowledge of systems used and standard operational procedures that are in placeWork with IT on-call engineers and/or vendor support contacts to resolve technical problemsCommunicate effectively when translating technical information to/from non-technical usersIdentify end user training opportunities based on user issues reported through the Service DeskProvide feedback to management on ways to increase first call resolution and customer satisfactionAdditional duties as assignedSUPERVISORY RESPONSIBILITIES:This job has no supervisory responsibilities.PHYSICAL ASPECTS/WORK ENVIRONMENT: Hybrid work environment with one day in office at our HeadquartersRegularly required to stand; walk; sit; use hands or fingers to handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.Regularly/Occasionally lift and/or move up to 50 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.The noise level in the work environment is usually low/moderate.* Reasonable accommodations may be made to enable individuals to perform the essential functions.QUALIFICATIONS: Bachelor’s Degree in Computer Science, Business Administration or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required1+ years of previous professional IT organization, Helpdesk, Service Desk, or Customer Call Center experience preferredApple/MAC skills preferredMobile device or Point of Sale support experience preferredHigh degree of proficiency MS Office Suite, Outlook & Internet applicationsStrong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skillsStrong verbal and written communication skills (including analysis, interpretation, & reasoning)Solid understanding and application of mathematical conceptsAbility to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clientsAbility to work well autonomously and within a team in a fast-paced and deadline-oriented environment.Ability to work with and influence peers and senior managementSelf-motivated with critical attention to detail, deadlines and reportingAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Ability to compute rate, ratio, and percent and to draw and interpret bar graphsAbility to read, write, and comprehend simple instructions, short correspondence, and memosAbility to work overtime as necessaryGeneral Nutrition Centers, Inc. is an Equal Opportunity Employer