Have you ever used the self-checkout in Tesco? Played the slots at an arcade/casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI). We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide.  From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software. Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 43 service branches.

WHAT YOU’LL BE DOING

• As a Service Desk Analyst, you will support the IT functions of the business and deal with IT incidents and service requests. Serving as the first level of support for all associates, your responsibilities will include:
• Capture and Resolve IT Support Incidents
• You will address user incidents promptly through the ITSM ticketing tool, chat, or phone, aiming for first call resolution. If no ticket exists, you will efficiently capture and document the incident in a new ticket.
• Capture and Fulfil IT Requests
• You will handle IT requests by managing tickets, recording details in the tickets, and determining resolutions using KB articles when possible.  
• You will seek clarification to understand the full scope and ensure effective follow-up for a thorough understanding of the request.
• Troubleshoot, Test, and Update
• You will conduct system tests and updates after troubleshooting to prevent future issues, ensuring system integrity. You will also guide users through software and peripheral update processes.

Triage and Escalation - You will triage incoming support tickets by assessing the urgency and impact of tickets. You will collaborate with other IT teams to escalate and resolve complex issues by providing escalation with details regarding the problem, steps you have already taken to resolve the issue, and your diagnosis of the problem.
Create and Maintain the IT Knowledge Base - You will support department-wide operations by creating, editing, and maintaining IT KB documents. This can include documents for users that detail common issues and how to resolve them, department documents that outline standard operating procedures, best practices, and quick reference guides to distribute throughout the organization.

WHO WE’RE LOOKING FOR

• An experienced IT professional with experience of working in an ITIL environment and has a proven track record of delivering outstanding customer service and excellent IT support.
• Energetic with the capacity to seamlessly handle diverse projects alongside daily tasks.
• Provide excellent analytical and problem-solving skills.
• Proficient in managing multiple responsibilities in a fast-paced environment.
• Capable of building credibility, being decisive, and aligning with the organization’s priorities.
• Focused on achieving results and building positive relationships across the organization.
• A collaborative team member proficient in navigating a matrix organization.

Qualifications and Requirements

• Associate degree in computer systems engineering is a plus.
• Must have equivalent of 2 years’ experience in Information Systems support roles.
• Must have experience with MS Office 365 products.
• Must have excellent verbal and written communication skills.
• Experience with any ITSM tools.

Personal Attributes

Action Oriented: You display a sense of urgency and are known for being a timely decision maker.
Analytical Thinker: You need to have insight and enjoy solving problems.
Customer Service Oriented: You possess a drive to serve your “customers” and focus on responding promptly to project team needs.
Flexible: You are comfortable wearing many hats and able to shift priorities as needed.
Good listener: You allow others to express themselves and try to understand others before expressing self.
Team Player: You are approachable, and willing to follow, or lead based on the team’s need.
Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to “overcommunicate” project status/updates.

Sound interesting? Come see why we are OneCPI!

CPI is part of Crane NXT

Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit   www.cranenxt.com

Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.