Enterprise Help Desk Specialist (FT) Job at Speedway Region 70
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Provides technical assistance and troubleshooting for Enterprise systems by remotely connecting to equipment and by accessing web-based applications; supports multiple pieces of hardware, platforms and web-based applications; determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and or implements solutions.
KEY DUTIES AND RESPONSIBILITIES:
- Takes action to resolve requests and incidents in a professional, time-sensitive, customer-focused
- manner in accordance with company and Enterprise Service Desk policies and procedures.
- Escalates complex tickets, in accordance with the Enterprise Service Desk policies and procedures
- Provides phone support
- Accurately creates and updates requests and incidents with completed relevant information
- Interfaces with internal and external resources to obtain required information with a focus on first call resolution
- Meets or exceeds key performance indicators of the role
- Coaches customers on how to use self-service tools
- Identifies opportunities to improve Knowledge Base and overall processes
- Provides troubleshooting by using remote tools connected to other networks
- Manages multiple tickets and works them in order of emergency to lowest priority
- Reads, interprets and follows procedures described in the internal knowledge base
- Attends training classes as required to stay current with new equipment troubleshooting procedures and technology
- Initiates timely communication of critical events to Enterprise Service Desk Team Leads
- Completes other duties, including special projects, as assigned by Management
- Maintains high degree of confidentiality.
- Available to work a variety of shifts, including second and their shift, weekends and holidays when needed; understands the staffing expectations of working in a 24/7/365 environment.
- Must be flexible within hours of operation and willing to work overtime
- This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job.
- This is not an exhaustive list of all duties and responsibilities.
- Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.
CERTIFICATIONS / LICENSES:
- ITIL Foundations Certification,
- A+ Certification are preferred
SPECIFIC KNOWWLEDGE AND SKILLS:
- Basic knowledge, understanding of Enterprise Service Desk, prior help desk experience preferred
- Ability to research and resolve issues
- Ability to manage confidential employee information and adhere to strict data privacy standards in a mature, problem-solving, solutions-oriented manner
- Capable of working in a high energy, fast paced, demanding environment
- Perform documented complex tasks
- Excellent verbal and written communication skills and the ability to explain technical information in layman's terms
- Excellent interpersonal skills and the ability to work effectively across all levels of the business
- Strong attention to detail and organizational skills
- Receives limited guidance from more experienced professionals
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