Service Desk Analyst

At CooperVision, a business unit of CooperCompanies (Nasdaq: COO), we're driven by a unified purpose of helping people experience life's beautiful moments.

We are connected through our shared values - dedicated, innovative, friendly, partners, and do the right thing.

As a leading global manufacturer of contact lenses, we are committed to helping improve the way people see each day.

Through our diverse lens portfolio, we tackle the toughest vision challenges - including astigmatism, presbyopia, and childhood myopia.

We offer the most complete collection of spherical, toric, and multifocal products available, enabling us to fit 99% of all contact wearers.

Learn more at www.coopervision.com .


* This role is not eligible for employer-sponsored work authorization now or in the future.

Applicants must be authorized to work in the United States on a permanent and ongoing basis without the need for future sponsorship (i.e., H1B, STEM OPT extensions, TN, etc.)


* This position requires full-time onsite work (5 days per week) in Victor, NY and is not eligible for relocation assistance

Job Summary:
Installs, configures, evaluates, maintains, monitors, and troubleshoots client computing hardware and software to meet or exceed published SLA's, with effective management of the customer relationship during the support process.

Primarily responsible for providing first level support through handling incoming queries from internal customers.

Initial customer contact could be over the phone, via request and incident management self-service, email, messaging or in person.

Diagnose and independently resolve on-site or remote user computing systems incidents and underlying problems including high complexity, multi-location impacting incident management.