Steelcase Analyst IT Customer Experience in Grand Rapids, Michigan

Tracking Code 000000006907 Job Description About Steelcase Inc. Inspired by over 100 years of insight, Steelcase leverages the power of place to offer a comprehensive portfolio of workplace, healthcare, and education products, furnishings and services to serve the world s leading organizations. Founded in 1912, Steelcase is the global leader in enhancing how people work, heal, and learn. We re a globally-integrated organization with nearly 10,000 employees around the world. Our employees are our greatest asset, who showcase a strong commitment to integrity and doing the right thing for their customers, employees, business partners, associates and neighbors. Description Technology Services and Operations (TSO) seeks to empower our customers through technology to be more productive, informed, engaged and inspired. The TSO organization is a diverse and complex organization with lots of challenges and opportunities. Within TSO we currently have multiple opportunities in a new role - IT Customer Services Analyst IT Customer Experience Analyst Acts as ambassadors to Information Technology and Steelcase with responsibility for delivering high-performance customer support that is hyper focused to guide and enrich Steelcase employees and our visitor s technology wellbeing. Through a complete understanding of Information Technology infrastructure, processes and end-user technologies insures that our employees and visitors technology needs are met. An IT Customer Experience Analyst provides overall technical support and consulting. This includes, but is not limited to: hardware and software installations and configurations, set-up and manages hardware and software technology products, including the troubleshooting throughout the technology value-stream. Engages with multi-national customers, executives and customers with an empathetic, consultative approach. Builds relationships and trust in order grow technical competency by working with Engineers, Architects and Management. May have responsibility for special assignments such as events, technical writing and documentation or early-adoption analysis of new Steelcase technology products. Self-learner who keeps abreast of the latest technology advancements in the enterprise and consumer space. Follows all internal control and compliance practice. Required Skills * Possess a thorough understanding of all appropriate IT processes in a globally integrated enterprise. * Must be disciplined to use tracking, ticketing and measurement tools with accuracy. * Understands Desktop and peripheral hardware configurations. * Ability to maintain a professional, helpful and empathetic demeanor in dealing with customer issues. * Strong verbal, writing and messaging skills as well as financial acumen. * Ability to work with vendors and other service providers in problem resolution or escalation. * Ability to interact with individuals at all levels globally with diverse cultures. * Must be idea and solution driven with an understanding of problem solving techniques that show results. * Must have strong negotiation and problem solving skills. * Able to present a