Job Description
Service Desk Specialist
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Industry: Manufacturing
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Location: Factory / manufacturing environment
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Level: Level 2-3 Support
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Core Responsibilities
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Technical Support
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- 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.
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Communication
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- 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.
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Information Security
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- Ensure security rules implementation as per the policies.
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Qualifications
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Academic Background
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- Certification/Training in the assigned area will be an added advantage.
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Professional Experience
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- Minimum 2 years of experience in domain of expertise.
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Technical Skills
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- 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.).
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Role Details
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Environment
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- 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
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Schedule
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- Monday through Friday, 8-5pm
- No regular OT
- Occasional late night support
- Delivery center available for weekends; rarely need for help on a Saturday
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Training & Expectations
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- 2-week training period
- Need to be motivated to support task list
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