Service Desk Support Specialist
2 weeks ago
Job Summary:
The Service Desk Support Specialist supports Polaris worldwide IT operations, providing first line support for Polaris users with exceptional and professional customer service.
This position is 100% remote technical support for employees and system generated Service Desk submissions, including documenting procedures and managing incidents to resolution or escalation to different teams.
ESSENTIAL DUTIES & RESPONSIBILITIES :
• Provide clear, concise customer service in both phone-based, verbal communication and written, email communication in English.
• Troubleshoot, diagnose, and resolve issues following standard operating procedures and using knowledge support tools.
• Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (kb) articles.
• Collaborate effectively with other service desk team members located across the globe.
• Deliver support of Windows based operating systems and Microsoft Office applications as well as other out of the box and developed software packages.
• Administration of Account Management activities within Active Directory, IBMi, and other systems
• Proactively and reactively support critical systems through monitoring and responding to alerts on the IBMi platform.
• Meet all defined metric benchmarks to ensure quality of resolution and customer satisfaction.
SKILLS AND KNOWLEDGE :
• Self-motivated, with the ability to work independently and/or collaboratively with remote peers.
• Excellent communication and customer service skills required.
• General or intermediate knowledge of Windows 10
• Intermediate experience with Windows based applications such as Microsoft Office suite
• General understanding of large computing systems such as IBMi (AS400) preferred.
• Previous experience supporting a manufacturing environment preferred.
• Experience using ServiceNow, or other similar issue tracking system preferred.
• 4 years technical degree or equivalent experience required.
• 2+ years’ experience working in a corporate service desk setting preferred.
WORKING CONDITIONS:
• Standard office environment
• 24/7 rotational shift working.
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