Information Technology Service Desk

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.

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..)

Details

• Level 2-3 Support functions

• 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

• Can be occasion late night support

• No regular OT

• Monday through Friday 8-5pm

• Have delivery center for weekends; rare if need help on a Saturday