Analyst I, Helpdesk

Southern Company is hiring an Analyst I, Helpdesk to serve as a frontline technology Service Desk contact for business partners in need of issue resolution and service request fulfillment. This role acts as a single point of contact, handles new events on a 24x7 basis, and applies both customer service and technical knowledge to resolve needs on initial contact.

Location: Birmingham, AL (onsite)
Minimum experience: 1 year
Education: B.S. degree in a technology-related field

What you’ll do

• Answer calls and use phone and voice communication technologies to engage business partners, providing timely support with excellent customer service.
• Increase end-user value from technology products by communicating and educating others on current products and/or future products.
• Coordinate communication touchpoints with the Infrastructure Operations Center, Application Portfolio teams, product owners, Workplace Support, and related groups.
• Follow established processes and procedures while adhering to all Sarbanes-Oxley controls.
• Collaborate with other technology departments and key business units, informing the appropriate parties when issues arise with product deployments, updates and changes, or degraded service.
• Document incidents completely and appropriately to support trend analysis and call avoidance analysis.
• Consult with clients to identify and fix technology issues, and develop solutions.
• Ensure business partners’ technology needs are met and maintain partner satisfaction.

What you bring

• B.S. degree in a technology-related field, preferred
• 1 to 3 years’ experience in a computer/technology field, preferred
• Thorough knowledge of information technologies, including understanding of infrastructure and telecommunication transport
• Ability to build and maintain relationships within IT and other departments
• Demonstrated willingness to take ownership of technical issues
• Exceptional analytical abilities and problem-solving skills
• Ability to manage multiple tasks and multiple priorities
• Ability to make decisions with little or no management input and in the absence of prior existing guidelines
• Self-starter mindset with initiative and independent thinking
• Strong customer service skills
• Strong oral and written communication skills
• Comprehensive knowledge of Southern Company IT software and hardware configurations, including desktop configurations (PCs, printers, phones/radios), network configurations, and Window 10
• Comprehensive knowledge of LAN/WAN technology
• Working knowledge of mainframe technology and associated applications
• Working knowledge of access technologies and telecommunication terminology
• Comprehensive knowledge of the Remedy Event Management System

Technologies you’ll use

• Remedy Event Management System
• Window 10
• LAN/WAN
• Mainframe technology
• PCs, printers, phones/radios

Benefits

• Competitive base salary
• Annual incentive awards for eligible employees
• Health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
• May also be eligible for additional compensation, such as an incentive program
• A summary of the benefits offered for this position can be found at: https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf