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Service Delivery Analyst 2

Location

North Carolina

City

Greensboro

Role Type

Permanent

WHO WE ARE

ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity.

ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace where inclusion, creativity, and bold thinking drive progress. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table.

We are not afraid to seize opportunities and make things happen – both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success.

What You Will Do

- JOB SUMMARY

Serve as a Tier-2 support point of contact for end user. Works beyond routine nature of tasks to resolve moderate to high technical issues and liaise with Tier-3 for guidance, expertise and available knowledge resources, or tools to ensure proper systems operation so that end users can accomplish business tasks. Ability to prioritize issues, triage, coordinate, resolve, escalate and follow up on support services as needed to maintain the efficient operations of the business.

- WHAT YOU WILL DO

(This list is not exhaustive and may be supplemented as necessary by the Company)

+ Provides high-level end-user support via telephone, remote and desk side on IT-related issues to employees and contractors on complex issues.

+ Utilizes technical skills to analyze inquiries and works closely with Tier 3 support teams and vendor support to address root cause analysis of problems along with implementation of solutions.

+ Performs testing of company supplied devices and applications, including documenting test results, recommended solutions and improvements.

+ Participates in the set-up, configuration, and support of mobile devices, including phones and iPads, ensuring seamless integration with company systems and security protocols.

+ Participates in the design of end user computer images and maintenance process to optimize efficiency.

+ Reviews symptoms and cause of minor incidents to identify possible solutions to be published as knowledge articles for use as future reference for incident management.

+ Performs post-resolution quality assurance follow-ups with Tier 3 teams and business users on high priority incidents to ensure satisfactory resolution.

+ Participates in ongoing initiatives aimed at enhancing IT service delivery.

+ Performs other job-related duties as assigned.

Qualifications

- REQUIRED MINIMUM QUALIFICATIONS:

Education and Experience:

+ Bachelor’s degree in Information Systems or related field with 3+ years of Information Systems experience

+ Must be 21 years of age or older

Knowledge of:

+ Maintaining Knowledge Base

+ Reporting on incident metrics

+ Service Management tools

+ Computer hardware and software

+ Project Management

Skilled in:

+ Verbal and written communication

+ Attention to details

+ Problem/situation analysis

+ Effective time and task management

+ Multitasking capabilities

+ Flexibility and adaptability

Ability to:

+ Plan, organize, prioritize, and manage multiple projects

+ Work extended hours

License / Certifications:

+ Microsoft MCP, A+, Network- PREFERRED QUALIFICATIONS:

Work Environment and Physical Demand

+ Requires light physical effort. Occasionally lifts or moves moderate to heavy weight objects (10-50 lbs.).

+ Walks, sits, or stands for prolonged periods.

+ Use of manual dexterity and fine motor skills

+ Requires prolonged machine operation including computer and keyboard equipment.

This job description is intended to be generic in nature and describe the essential functions of the job. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position.

What We Offer

• Competitive benefits package that includes medical/dental/vision/life insurance/disability plans

• Dollar for dollar 401k match up to 6% and 5% annual company contribution

• 15 Company-paid holidays

• Generous paid time off

• Employee recognition and discount programs

• Education assistance

• Employee referral bonus program

• Hybrid workplace – remote / in office

• Summer hours

• Casual dress policy Monday through Friday

Applicant Information

This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.

**ITG Brands and ITG Cigars provides equal employment opportunities.** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us at [email protected] .

SHARE THIS JOB

The posting for the position for which you are applying highlights key aspects of the position only. It is not a complete description of the position.

All candidates must consent to an independent investigation of their background, references, past employment, education, criminal record, and drug screening. Results of such background checks will be reviewed on a case-by-case basis, giving consideration to the nature of the information reported and its relevance to the specific job being sought before a decision is made using this information.

ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us [email protected] (Talen%74Acquisition%40%69t%67b%72ands.%63om) .

We collect personal information from you in connection with your application for employment with ITG Brands or ITG Cigars. For more information, please see ourPrivacy Policy (https://www.itgbrands.com/privacy-policy/) . If you are a job applicant from California, additional information can be found on ourCalifornia Applicant Privacy Notice (https://www.itgbrands.com/ca-applicant-privacy-notice/) . If you have questions, contact us [email protected] (priv%61%63y@i%74gb%72ands.co%6D) .