IT Service Desk

Job Description Our Company We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers from banks to theme parks can focus on achieving the incredible with data. If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate and wow their customers. Right now, we're laying the foundation for our next wave of growth. We're looking for people who love being part of a diverse, global team and who get excited about making a real-world impact with data. The team The IT Service Desk Agent's role is to provide professional, courteous, effective, and advanced technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user's requests and issues. The role Field incoming interactions to the Service Desk via phone, chat and self-service regarding computer related and mobile device related requests and issues. - During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool. - Using company established rules, prioritize end user's requests and issues. - Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group. - Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested. - Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA. - Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users. - Participate in team projects that enhance the effectiveness of the Service Desk. - Other duties as needed. What You'll Bring Associate's Degree in Computer Science or other related field and 3-5 years relevant work experience. - Understanding of Okta, Active Directory, Exchange Management Console, SCCM/Intune,Citrix XenDesktop and Cisco/Palo Alto VPN. - Working knowledge of computer hardware and software. Understanding of mobile device support; including Android and iOS. - Interpersonal skills, with a focus on rapport-building, listening and questioning skills. - Proven customer service skills. About Us We're a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential. Fostering innovation through diverse perspectives Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth. We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work. How We Look After You We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with. We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.