JOB DESCRIPTION............... Responsibilities:....... Provide Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact........ Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary........ Document all reported issues, troubleshooting steps and resolutions in the incident management system........ Create knowledge articles according to knowledge management guidelines and writing standards........ Recommend feedback, additions and updates to the knowledge base where applicable....... Oversee, follow and improve established processes and procedures........ Track and monitor the status of open incidents/requests........ Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures........ Complete work in a timely and accurate manner while providing exceptional customer service........ Follow Incident Management Procedures and assist with Customer communication for High Priority issues affecting the enterprise........ Stay current on the latest industry technologies, trends and strategies in use by Discount Tire........ Documents and maintains processes and procedures........ Other duties as assigned........ .......Qualifications:...... . This position requires a minimum of three years of software/hardware support experience or eighteen months working with Company applications and hardware........ Intermediate knowledge of PC hardware, computer operating systems and software is required. Previous experience with Automated Call Distribution necessary........ SAP troubleshooting experience is required. Demonstrates ability to communicate across all levels of the organization; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required........ Must be able to type quickly and accurately........ Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary........ The ability to work both independently and within a team is necessary........ The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential........ Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential........ In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential........ Maintaining confidentiality, treating others with respect and upholding Company values are key attributes........Educational Requirements:....... This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience........ ITIL knowledge |