Service Desk Specialist

Service Desk Specialist

Industry: Manufacturing

Location: Factory / manufacturing environment

Level: Level 2-3 Support

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 in 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.

Qualifications

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.).

Role Details

Environment

• Level 2-3 Support functions
• Factory / manufacturing environment, focused on hardware support
• Mostly Windows environment, basic troubleshooting
• Google mail
• Automation
• Label printers
• Most systems in-house
• Hard hat and steel toe shoes required
• Not a lot of phone support or call-ins

Schedule

• Monday through Friday, 8-5pm
• No regular OT
• Occasional late night support
• Delivery center available for weekends; rarely need for help on a Saturday

Training & Expectations

• 2-week training period
• Need to be motivated to support task list