Job Information Service Desk Analyst I - Market A

You will also play an active role in supporting our IT user support portal and assist in the development of junior staff.

Responsibilities:

• Engage with customers through various mediums such as phone, email, and self-service portal, and strive to resolve their issues immediately or escalate to the appropriate Service Team when necessary.
• Contribute to the professional growth of junior staff by mentoring them and acting as a point of escalation for their issues.
• Troubleshoot, configure, and coordinate the repair of hardware such as laptops and mobile devices.
• Play an active role in supporting the IT user support portal by creating and reviewing knowledge articles.
• Maintain open communication with customers to gather all necessary data for resolving their issues or requests, and keep them informed throughout the resolution process.
• Handle and properly route IT Service Management (ITSM) call tickets, and transition calls to the appropriate service area when necessary.
• When required, manage communication to the IT customer base regarding incidents, problems, and outages.
• Proficiency in Customer Service and Communication Skills.
• Experience in providing Technical Support and Troubleshooting Hardware.
• Knowledge of Quality Review processes in the manufacturing industry.
• Familiarity with ITSM, REST API, and 'Go' programming language.
• Experience in providing User Support and Production Support.
• Ability to work Onsite and handle Laptop Hardware and Mobile Devices.
• Proficiency in English Language is essential.
• Basic understanding of PC OS, Computer Hardware, and iOS Devices.
• Experience in Service Desk operations.
• Ability to Deploy technology solutions.
• Training skills to guide users on technology usage.
• 'A Plus' certification would be an advantage.
• Understanding of 'About Time' time management software.