Information Technology Service Desk
Role details
Job location
Tech stack
Job description
Environment: Manufacturing - Responsible for the site. They must be comfortable being the point person and/or working in a manufacturing facility.
JD:
Core Responsibilities
Technical Support
? Involved in Incident, Problem and Service Request Management.
? Provide workarounds and solutions based on Service Level Objectives.
? Deskside and remote support required within Factory environment.
? Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
? In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
? Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
? Refers more complex problems to problem managers and/or senior level.
? Participate to new IM&T Service testing, deployment and stabilization.
? Maintain and stays current with evolving Information technology.
Communication
? Clarify tickets logged with requesters and communicate about resolution progress.
? Ensure satisfactory customer service and prompt response times to the requesters.
? Share her/his support knowledge with peers in the same team and maintain associated documentation
? Communicate with user community to provide the status of open problems and the changes associated with new solutions
? Escalate significant issues or outages to the management
? Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Information Security
? Ensure security rules implementation as per the policies.
Academic Background Certification/Training in the assigned area will be an added advantage.
Requirements
Professional Experience ? Minimum 2 years of experience in domain of expertise.
Technical Skills ? Extensive knowledge in domain of expertise.
? Strong knowledge of Microsoft based operating systems
? General knowledge of IT infrastructure: Lan, WAN, Windows servers, active directory
? Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..), * factory environment, focused on hardware support
- Windows environment
- Google mail
- Automation stuff
- Hard hat, steel toe shoes
- Label printers,
- Not a lot of phone support or call in's
- Manufacturing environment
- Mostly windows, basic troubleshooting
- Most systems in-house
- Will train up for 2-weeks
- Need to be motivated to support task list
Benefits & conditions
- Monday through Friday 8-5pm
- Have delivery center for weekends; rare if need help on a Saturday