Service Desk Representative

Weis Markets•Sunbury, PA

7d•Onsite

About The Position

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS! ESSENTIAL DUTIES AND RESPONSIBILITIES: Provides telephone, email, chat and portal submission support for the entire Weis Markets Enterprise. Acts as a single point of contact for all associates that need service from Functional Support Resources. Creates service tickets in Weis’ incident management system for both break fixes and ad hoc requests. Executes follow up to all open and aging tickets. Uses common troubleshooting techniques and call control to drive toward a first call resolution for the associate. Documents and records details of incidents, troubleshooting steps and results, and assigns tickets appropriately when first call resolutions cannot be attained. Seeks input from second and third level support groups, including third-party vendor partners, for incident resolution. Uses the department knowledge base repository to respond to inquiries in a consistent and accurate manner. Provides updates to associates, functional teams and/or company leaderships on status and resolution of both outstanding IT issues and equipment repair work. Verifies customer is satisfied with resolution.

Requirements

Associate’s degree or higher in Information Technology, Computer Sciences, or related technology field is preferred.
Experience in Facility or Building Maintenance is a plus.
A Technical Certification is a plus.
Experience in a call center preferred.
Experience in a Retail Grocery or consumer goods environment is a plus.
Demonstrates ability to work with customers and callers in a professional manner.
Demonstrates ability to show troubleshooting and problem solving abilities.
Demonstrates proficiency with modern desktop and / or mobile computer technologies such as Microsoft Office Products.
Demonstrates a working knowledge of Information Technology (I.T.) systems, including networking, infrastructure, and communications.
Demonstrates a working knowledge of Building, Facility and Equipment Maintenance infrastructure, procedure and policy.
Ability to research and locate relevant information on troubleshooting, routing and escalation paths in team knowledge base and document archives
Ability to work in a stressful environment and accept deadlines with little supervision.
Ability to construct meaningful sentences and has polished writing skills.

Nice To Haves

Associate’s degree or higher in Information Technology, Computer Sciences, or related technology field is preferred.
Experience in Facility or Building Maintenance is a plus.
A Technical Certification is a plus.
Experience in a call center preferred.
Experience in a Retail Grocery or consumer goods environment is a plus.

Responsibilities

Provides telephone, email, chat and portal submission support for the entire Weis Markets Enterprise.
Acts as a single point of contact for all associates that need service from Functional Support Resources.
Creates service tickets in Weis’ incident management system for both break fixes and ad hoc requests.
Executes follow up to all open and aging tickets.
Uses common troubleshooting techniques and call control to drive toward a first call resolution for the associate.
Documents and records details of incidents, troubleshooting steps and results, and assigns tickets appropriately when first call resolutions cannot be attained.
Seeks input from second and third level support groups, including third-party vendor partners, for incident resolution.
Uses the department knowledge base repository to respond to inquiries in a consistent and accurate manner.
Provides updates to associates, functional teams and/or company leaderships on status and resolution of both outstanding IT issues and equipment repair work.
Verifies customer is satisfied with resolution.