IT Service Desk Operative
Posted Updated
Summary
First-line IT support for internal staff at a packaging manufacturer: resolving tickets by phone, remotely and in person, staging and deploying Windows machines, maintaining knowledge base articles, and coordinating IT vendors. Core stack: Windows in a domain environment, Microsoft Office, MFA and cloud systems.
- Collaboration with network services, software systems engineering and/or application development to restore service and/or identify problems
- Technical support to the organization's internal users of computer applications and hardware
- Response to and resolution of tickets via telephone remotely and in person according to IT Services procedures
- Staging, re-staging and configuration of new or existing systems as needed
- Maintenance of ownership of assigned tickets through end user follow-up
- Entry of complete resolutions in ticket system and determination of escalation
- Coaching and mentoring of other service desk staff to increase competency levels
- Recommendation of policies/procedures to improve ticket resolution times
- Building and deployment of IT assets
- Participation on service desk project teams including occasional remote site implementations
- Assistance in creation/update of knowledge base articles for the IT services knowledge base
- Adherence to IT services policies regarding incident, problem, change and service request management
- Coordination of service with third party vendors for IT equipment
- Performance of other duties as assigned
- High School diploma or equivalent
- Fluent English speaking skills
- General knowledge of IT functions
- Demonstrated skills in customer service, and verbal, written and mathematical skills
- Skills in supporting the Windows operating system in a domain environment
- Good understanding of Microsoft Office Suite
- Good knowledge of Multi-factor Authentication methods and cloud based systems
- Good attention to detail and ability to maintain confidential information
- Knowledge of an additional language
- Comprehensive benefits package including competitive core benefits and paid time off
- Competitive salary
- Opportunity for growth
- Potential eligibility for a short-term incentive