Liberal Arts Career Services
Liberal Arts Career Services

GM Financial, Service Desk, Analyst, Application Deadline, BTT Gateway Job ID 9019

Thu, October 9, 2014


The primary Service Desk Analyst role is to provide first level support through taking calls and handling incidents using the Remedy incident management system. The position is responsible for providing excellent, effective phone and email support to customers who are experiencing software or hardware related issues. The Service Desk Analyst must build strong reporting relationships with second and third tier IT support teams as well as other GM Financial business units and outside vendors. 


· Provide timely, first call resolution to technical support issues while following company standards 

· Identify, repair, and resolve any pc hardware or software failures within the GM Financial enterprise. 

· Escalate incidents and problems to Senior Service Desk Analysts or third tier support. 

· Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved. 

· Maintain a high degree of customer service for all support requests. 

· Log and track all issues using Remedy incident management to aid in identifying potential problem trends. 

· Perform special projects as assigned/required 

· Maintain updated knowledge on computer hardware and software. 

· Report to work as scheduled 

· Work well with others. 


· The Service Desk Analyst must have a basic understanding of enterprise computer hardware/software and information systems. This includes a basic understanding of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS. 

· The Service Desk Analyst will also need support level knowledge of operating systems, applications, and associated hardware on such platforms as Windows XP, Windows 7, OS/400, and MS Office Suite. 


· Excellent communication skills and telephone manner. 

· Good analytical and troubleshooting skills are required. 

· Good interpersonal skills and verbal/written communication skills. 

· Ability to think logically and be able to make correct decisions relative to fixing operational problems. 

· Proficiency in typing. 

· Proficiency in spreadsheet and word processing applications. 

· Ability to analyze and solve basic problems and recommend the proper corrective action. 

· Ability to configure hardware peripherals. 

· Able to read and understand manuals pertaining to operations of computer hardware and software. 

· Strong knowledge of Microsoft based operating systems and suites. 


· 1+ years of experience in computer/customer support role. 

· A bachelor’s degree or equivalent experience in customer service, engineering, networking, or related field is preferred. 

· Professional certifications a plus (Windows 7, Microsoft Desktop Support, ITIL).


BTT Gateway Job ID 9019

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    University of Texas at Austin
    FAC 18
    2304 Whitis Ave. Stop G6200
    Austin, Texas 78712-1508