Desktop Service Technician

Shamrock Foods•Marana, AZ

1d•$26 - $33•Onsite

About The Position

Desktop Services provides escalated technical support and services from the Service Desk for all computer users in all divisions of Shamrock Foods Company. This position supports a 24/7 work environment.

Requirements

Excellent people skills
Excellent verbal and written communication skills
Excellent Customer Service Skills
Basic Microsoft Office Suite, Windows Operating Systems and Internet applications support
Basic problem solving, troubleshooting, and organizational skills
Basic experience with escalation and common IS follow up procedures
Capable of typing at least 35 WPM
Positive attitude and strong work ethic
Proactive, energetic, strong sense of urgency works well with others in a team oriented and fast paced environment, solid interpersonal skills, ability to adapt to change
Available to work flexible hours to support 24/7 support environment

Responsibilities

Follow written and verbal instructions/directions
Follow all ticket handling and escalation procedures
Identify, troubleshoot and resolve system hardware and software problems
Communicate time sensitive or critical technical information to Shamrock associates
Monitor and investigate re-occurring problems
Investigate problems and perform root cause analysis
Answer, record, solve, and track calls/requests from users
Provide comprehensive technical support services to Shamrock employees and customers
Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
Apply critical thinking skills and troubleshooting methods to either resolve or escalate issues to the appropriate technical support team.
Use available knowledge tools during troubleshooting
Take all necessary steps to ensure total customer satisfaction
Create, submit as well as manage escalated detailed tickets documenting customer interactions.
Accuracy, thoroughness, and timeliness are key call logging components
Confirm and update customer profile information as needed.
Promptly notify management of any potentially “dissatisfied” customers
Follow all documented escalation processes and procedures
Maintain technical proficiency in Shamrock supported systems and applications
Active participation in department organized training events and staff meetings.
Contribute current technical information and best practices concerning Shamrock proprietary applications to the Documentation Reference Library or other Shamrock knowledge distribution channels.
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
Possess decision making skills
Facilitate communication and document outages time lines
Open/facilitate communications for the call-in bridge line
Assist in directing technical resources to work through outage issues to resolution.
Understand and follow time sensitive escalation procedures
Document, track, analyze and follow up on all issues escalated from the Service Desk.
Analyze data to reduce costs and improve service levels and MTTR (Mean time to repair)
Identify reoccurring problems - suggest solutions
Identify and remove waste to streamline business processes
Understand how to maintain user access to Shamrock Foods Enterprise Network and individual applications.
Understand how account creations are completed for all Shamrock systems and applications
Account Terminations - Lock-down/remove access to all SFC systems applications
Internet account administration - Removes internet access for associates who abuse internet privileges or receive virus alerts
Password administration
Regular and reliable attendance.
Other duties as assigned