Information Technology Service Desk

Environment

Manufacturing – Responsible for the site. Must be comfortable being the point person and/or working in a manufacturing facility.

• 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.
  • Refer more complex problems to problem managers and/or senior level.
  • Participate in new IM&T Service testing, deployment and stabilization.
  • Maintain and stay 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 support knowledge with peers in the same team and maintain associated documentation.
  • Communicate with user community to provide status of open problems and 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 to produce customer satisfaction.
• Information Security
  • Ensure security rules implementation as per the policies.

Certification/Training in the assigned area will be an added advantage.

• Minimum 2 years of experience in domain of expertise.

• 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.
• Hard hat, steel toe shoes.
• Not a lot of phone support or call-ins.
• Manufacturing environment.
• Mostly Windows, basic troubleshooting.
• Will train up for 2 weeks.
• Need to be motivated to support task list.
• Can be occasion late night support.
• Monday through Friday 8-5pm.
• Have delivery center for weekends; rare if need help on a Saturday.