Bridgestone Americas, Inc Service Desk Process Analyst in Antioch, Tennessee
Nashville, Tenn.-based Bridgestone Americas, Inc. is the U.S. subsidiary of Bridgestone Corporation, the world’s largest tire and rubber company.
Bridgestone Americas and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand tires to address the needs of a broad range of customers, including consumers, automotive and commercial vehicle original equipment manufacturers, and those in the agricultural, forestry and mining industries.
The companies are also engaged in retreading operations throughout the Western Hemisphere and produce air springs, roofing materials, and industrial fibers and textiles. The Bridgestone Americas family of companies also operates the world’s largest chain of automotive tire and service centers.
Guided by its One Team, One Planet message, the company is dedicated to achieving a positive environmental impact in all of the communities it calls home.
This Production Control Tech role located in Nashville, TN or Akron, OH and is responsible for supporting and monitoring all Service Desk Activities, Solutions and SLAs. Foster an environment of Continuous Improvement within the Service Desk Incident Management Process. Maintain a customer focused approach with all activities.
Review open incidents looking for:
Opportunities for first call resolution.
Repetitive issues for Problem analysis.
Candidates for automation on MyIT.
Additions to Self Help.
Improvements in process for SD Agents.
Review Surveys to ensure the highest level of customer satisfaction
Maintain existing, and create new Metrics to monitor success of initiatives
Secondary escalation point for critical and high priority incidents
Model the IT Management System to all teammates
Ensure exceptional delivery of the Service Desk Solutions
Customer satisfaction related to the service desk
Communication from the Service Desk to the customer
Performance testing for new initiatives
Ensure appropriate reporting and metrics are being delivered to meet customer service objectives
Management of external partners providing service desk services
Ensure operational efficiency (reliability) related to the service desks
Enhancements to Service Desk tools, i.e. SRM, Psynch
5+ years of computer support experience.
Proficient in the use and support of Microsoft Office Suite
Availability to work off-hour support when necessary
ITIL (v.2 or v.3) certification
Bachelor degree in computer science or equivalent work experience
Project Planning Experience
Attitude of Execution
Employee Type Regular Full-Time
Degree Preferred 4 Year Degree
Requisition ID 2017-115361
Posted Date 8/2/2017
Zip Code 37013
Functional Area Information Technology
Category Information Technology
As an Equal Employment Opportunity (EEO)/Affirmative Action employer, it is the policy of Bridgestone to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.