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RL Canning Service Management Analyst in Springfield, Illinois

What We Do

RL Canning Inc. is a global provider of information technology consulting and managed services. We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services. Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.

Our Mission

Make a difference to our customers with our people, a dedicated team that shares a passion for excellence and commitment to our mission and values.

About the Role

The Service Management Analyst coordinates, processes and resolves incidents and requests related to the support of technology products, infrastructure, business processes, and enterprise services. This role takes full responsibility for handling customer interactions through satisfaction with established policies, procedures, and service levels.

Responsibilities

  • Adheres to the use of customer ticketing system for all incidents, changes, and problems.

  • Monitors service request tickets and related processes to ensure proper input and routing of incoming tickets.

  • Updates proper asset tracking in tickets.

  • Works closely with the team lead to properly note tickets and verify the correct information.

  • Shares customer feedback or suggestions with the appropriate internal team.

  • Exhibits excellent interpersonal skills with both technical and non-technical personnel.

  • Supports internal policies and procedures.

  • Other duties as assigned.

Required Qualifications

  • Previous IT support experience strongly preferred.

  • Associate’s Degree in Information Technology or other related field strongly preferred.

  • Previous experience with a ticketing system and knowledge of ticket routing best practices is required.

  • Strong ability to utilize clear and effective written and verbal communication.

  • Strong organizational skills with a solution-based, problem-solving mindset.

  • Ability to properly document tickets with a high level of detail.

Who We Are

For over 20 years, we’ve worked with customers from Fortune 1000 companies to Government organizations. What we have learned through this experience is that our customers appreciate our innovative solutions, adaptable services model, and our collaborative approach. We offer a wide range of services and have a broad base of capabilities including, but not limited to the following:

  • Digital Transformation

  • IT Service Desk/End User Support

  • Configuration Management

  • IT Asset Lifecycle Management

  • Site Support Services

  • Project Management

Why Join Us?

We offer a positive and supportive working environment, full benefits including Medical, Dental, Vision, 401K, Life Insurance, short-term disability, and long-term disability, along with six paid holidays, paid time off, and more.

** RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.

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