21 Sep
Support Center Analyst
Ohio, Cincinnati , 45201 Cincinnati USA

Vacancy expired!

Job Description:84.51° helps companies create sustainable growth by putting the customer at the center of everything. Using a sophisticated suite of tools and technology, we turn data into knowledge to help some of the world's leading CPG manufacturers and partners develop, nurture and embrace deeper relationships with their customer.We excel at challenging convention and pushing beyond what’s comfortable. The result is a more enlightened, more personal, remarkably dynamic approach to putting the customer at the center of every decision. There’s a much-needed revolution taking place in business. Discover a new and improved customer-first commitment. Join us at 84.51º.

General DescriptionTo build and deploy computers to the 84.51° environment. Provide support on all 84.51° products, whether internally developed or off the shelf. The Support Bar/Desk is the front line support to our internal and external customers. The role of the Service Desk Contractor is to ensure we do our best to make our customers lives easier. The Service Desk Contractor is responsible for providing a single point of contact for all IT related user inquiries and issues. QUALIFICATIONS AND PREFERRED SKILLSEssential:Commitment to greet customers warmly and be an excellent listenerPossess good logic and reasoning skillsUnderstand ITIL conceptsExperience supporting Mac operating system in an enterprise environmentExperience leveraging Microsoft SCCMExperience with Helpdesk software i.e. Service-NowExperience supporting large Windows-based environments to desktop level with emphasis on Win 10 OS / Office 2016Advanced knowledge of Microsoft Office suite of applications3+ years’ experience providing technical support in a fast paced and constantly changing environmentExcellent customer service and communication skills.Working knowledge and understanding of LAN/WAN networksTechnical aptitude and an openness for ongoing learningExperience Supporting Collaboration Tools Such as Microsoft Teams, Video Conference Equipment

Desirable:Experience supporting Polycom RealConnectExperience supporting A/V codecs, A/V controllers, A/V touch panels, BiAmp, microphones, speakers and audio/video signaling.

Key ResponsibilitiesBuild and deploy Windows machines using Microsoft Systems Center Configuration Manager Build and deploy Mac OS systems, leveraging Jamf ProMaintain our audio-visual room systems (A/V), office collaboration technologies, and digital signage systems by proving timely technical resolutions and applying system patches. Resolve problems and change consumables for Lexmark multi-function devicesCommunicate with internal and external customers to identify room and event needs.Coverage of Support Bar and/or Service Desk. The Service Desk Lead will be coordinate coverage to ensure customer service.Provide 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, AV and telecommunication equipment.Provides initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion.Assist in the development of Service-Now functionality and extending the Service catalog and FAQs. Continually train new Service Desk Support on problem resolution. Ensure calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times. Display elevated working standards ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met.Respond to satisfaction surveys and look for improvement opportunities.Proactively monitor the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate. Work with the team to ensure all documentation and the CMDB is kept up to date at all times.Review weekly changes ensure proper association between recurring incidents and change activities.Proven team player dedicated to providing positive, highest level customer service experience at all timesHave a strong work ethic, be committed to customer success in their use of IT, and demonstrate a passion to ensure high customer satisfaction

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