Service center analyst job description

PURPOSE OF POSITION:

To be the lead Team Member within the IT Service Center, in conjunction with, and at the direction of, the Service Center Manager, accountable for the day-to-day operations of the IT Service Center, ensuring that each Service Center Team Member is adequately trained, serving as a coordinator between the Service Center and other IT teams and end customers, resolving escalated issues, and performing other duties as assigned by the Service Center Manager. The goal is to maximize internal Service Center productivity for the Foster Farms community by promptly responding to support requests, minimizing equipment downtime and improving customer skills through phone support, walk-in requests and site visits.

The IT Service Center is the single point of first contact for all IT customers requiring problem resolution, desktop/laptop and other hardware equipment installations or repair, phone service changes, security and user ID administration and Office products training. This role ensures customers are appropriately trained in the operation/use of Foster Farms technology that must be applied in the performance of their job and enhances productivity at all levels in the company through prompt, meaningful response to questions, efficient problem resolution and on-site visits. Ensures that the Service Center Team Members are trained and capable of assisting end customers in this regard.

ESSENTIAL JOB FUNCTIONS:

Oversight of the day-to-day operations within the Service Center. Ensuring that each ticket is efficiently and adequately addressed in a timely manner. Ensures every Service Center Analyst is properly trained to provide the support necessary.

Act as a point of escalation for all Service Center members; providing direction, troubleshooting advice, and resolutions on complex issues resolvable by the Service Center.

Coordinates and ensures training opportunities for all Service Center members are provided.

Schedules overview sessions, workshops, instructional tours, etc.

Make technological recommendations to the Service Center Manager.

Participation in projects in order to ensure customer support requirements are addressed prior to a roll-out or go-live. This role will include the creation of Service Level Agreements (SLA's) to coincide with new project and existing services.

Create and maintain Standard Operating Procedures relating to installation, security and training used in the Service Center.

ADDITIONAL FUNCTIONS:

Other duties as assigned by the Service Center Manager.

Job DescriptionSalary:

Hooker & Holcombe, Inc. is New England’s premier regional retirement consulting firm with 70 plus employees. The PA unit has an immediate need for a full-time experienced Service Center Analyst who will reflect the highest level of customer service to clients, employees and visitors as well as possessing the skills necessary to work as a member of a professional service center team. This position is a hybrid where some aspects of the position might be able to be conducted remotely from time to time, but is considered to be primarily an in-office position. Our headquarters are located in Bloomfield, CT.

Job Overview

The Service Center Analyst position is responsible for providing exceptional customer service via telephone and written communications for participants of retirement plans in a target market of 100-5,000 lives. The Service Center Analyst is responsible for tasks related to auditing and processing of pension plan benefit payments. This position works closely with the Pension Administration team to ensure the highest quality of customer service is maintained. The position also requires working with other members of the Retirement Services and Actuarial teams to provide timely response to plan participant and/or plan sponsor inquiries.

Primary Duties and Accountabilities

• Provide exceptional customer service for pension plan participants via telephone, email and formal letters regarding all aspects of their retirement plans
• Provide support and guidance for web navigation
• Research and resolve participant inquiries in a timely manner
• Assist with all aspects of pension plan repetitive payment administration
• Assist participants with and support the processing of fund transfers, rollovers, contributions, loans, distributions, and other related transactions
• Perform monthly asset and benefit payment reconciliations
• Evaluate and communicate monthly cash flow needs for benefit payments
• Support peers with routine consulting issues regarding plan transactions
• Communicate effectively with coworkers to actively support and contribute to a positive work environment
• Maintain, manage and promote positive and respectful client and vendor relationships
• Work with team, clients and vendors to problem solve, and implement processing efficiencies
• Complete other tasks and special projects as needed
• Have scheduling flexibility within the standard Service Center hours to meet all staff coverage needs

Education/Licenses/Certifications

• Associate’s degree or higher
• ASPPA DB-Administration Certificate (DB-A), is required within first 12 months of employment
• May have FINRA exams and licensing

Experience

• Minimum 2 years customer service experience
• Basic working knowledge of ERISA regulations for DB & DC plans a plus
• General knowledge of investments

Skills

• Excellent verbal & written communications skills
• Detail oriented, organized, self-motivated, and a solid team player
• Must be proficient with Microsoft Excel and Word.
• Meticulous accounting skills for reconciling client assets

EEO/AA/M/F/D/V

For consideration please provide your total compensation requirements

Important: H&H does not sponsor job candidates for U.S work authorization

What's Our Dish

Announced in May 2018, Peapod Digital Labs (PDL) is an Ahold Delhaize USA company that powers the eCommerce and digital strategies for the Great Local Brands of Ahold Delhaize USA. Accelerating growth in digital and personalization capabilities, PDL is an innovation lab focused on meeting the changing needs of customers, regardless of when, where, and how consumers choose to shop.

Browse the Aisles: We are looking for an experienced IT professional to join our 24x7 team. The official title, Service Delivery Digital Command Center Analyst, is responsible for providing technical and troubleshooting assistance related to hardware, software, mobile devices and other technical platforms implemented. This position has responsibility across the domain and requires strong knowledge in Infrastructure, Operations, and distributed computing/applications. The qualified candidate will also assist in the business continuity, disaster recovery and IT compliance objectives set forth by the management team.

Recipe for Success - What's "In Store" for the Role

* Assist Service Delivery Management with process improvement activities & projects
* Serve as an escalation point for P1/P2 incidents
* Autonomously escalate P1/P2 incidents identified through ticketing & system monitoring
* Assist with training, coaching, and mentorship of department analysts at the request of Service Delivery management.
* Responsible for resolution of technical issues involving production applications (e.g. network outages, failed applications, hardware failures)
* Support tools/applications to ensure all steps for error recovery have been performed to resolve reported problems prior to escalating to second level support groups
* Understanding of WMS/MHE Warehouse Management Systems and Material Handling Systems, software messaging, and other relevant functionalities in the automated distribution environments.
* Gather detailed information during triage and utilize logical problem-solving skills and techniques to troubleshoot and resolve complex issues
* Produce and maintain high-quality documentation that meets applicable standards and is appropriate for its intended audience
* Manage and triage all calls opened by self or other team members while prioritizing business-impacting issues over day-to-day end user issues
* Escalate complex and/or high priority problems to the appropriate support groups or vendors for resolution
* Collaborate with system administrators, network administrators, developers and other internal teams and vendors to maintain appropriate tools, monitoring, reporting and site metrics to track needs and trends for support, issues and capacity changes
* Write technical documentation for all new systems and processes that affect Infrastructure Environments, as well as train other team members and end users

The Essentials In Your Cart - The Required Ingredients

* Ability to work 10 hour shifts 4 days a week in a 24x7 environment.
* Associate degree or bachelor's degree
* +1 year Customer Service experience
* +1 year of technical experience

Extra Spices - What You Should Bring to the Table

* CompTIA A+ and/or Network + certification preferred (but not required)
* Basic understanding of network hardware and software
* Excellent patience, interpersonal and guest service skills
* Intermediate knowledge of Windows 10, Windows 7, Microsoft O365, and MAC O/S
* Familiarity with Jamf and SCCM a plus
* Any ITIL Certifications
* CompTIA A+ and/or CompTIA Network+ Certification
* MAC O/S and Windows knowledge
* Knowledge/Experience with Ticket Tracking Systems
* Warehouse IT Operation Support experience
* Intermediate knowledge of the Linux OS
* Beginner to intermediate knowledge of Citrix/NetScaler
* Beginner to intermediate knowledge of Microsoft Office 365 Support
* O365 collaborative platforms
* Familiarity with (but not required) (Jira/Atlassian/Slack/Teams/DataDog/Splunk)
* Documentation/Technical Writing Skills
* Enjoy working with people and place high importance on internal client service satisfaction
* Must be detail oriented

#LI-KM2 #LI-Hybrid

Join Us at Our Table

Peapod Digital Labs is a forward-thinking company with a strong legacy of innovation. We recognize who powers our progress - our people! Our vision is to become an organization where humanity is universally embraced; Diversity, Equity, Inclusion and Belonging are infused in our business; and our PDL employees are representative of the world and the communities that we serve.

We believe in total wellness, which encompasses a balance of physical, financial, and emotional wellness. No matter where you are on your personal wellness journey, PDL provides access to a variety of tools and resources to support total wellness. This includes medical, dental, and vision benefits, health savings accounts, flexible spending accounts, 401(k) with a strong company match, paid parental leave, adoption assistance, tuition reimbursement, generous and flexible paid time off and holiday policy, and an array of voluntary benefits including critical care, pet insurance, and additional life coverage.

We are an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.

Job Requisition: 273188_external_USA-NC-Salisbury_10122022