Information Technology Service Desk
Environment: Manufacturing - Responsible for the site. They must be comfortable being the point person and/or working in a manufacturing facility.JD:Core ResponsibilitiesTechnical 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