Service Desk Technician - Minnetonka, Minnesota | CareerCircle
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Service Desk Technician

TEKsystems

02/22/2022

Posting ID: JP-002664298

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Minnetonka, Minnesota
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Description:

2 positions will be the same profile as past positions we have filled – Level 1.5 IT Support. 2 positions will be 20% Level 1.5 IT Support and 80% Analysis/QA. Individuals will be Analyzing and pulling Data from Tickets to determine common End User issues – finding root causes and being proactive to help the Team resolve common issues. Some common issues include Software Installs and creating Packages. QA will entail Ticket and Call audits. The right fit will have 1 + years of IT Support experience and great Customer Service skills.

Top 3 Skills

1. 1-2 + years of Phone Support experience. The right fit will need to have provided Level II Phone Support – this individual will be an escalation point for issues that Wipro is unable to resolve.

2. Experience with Microsoft Office, Remote Access and a Ticket Taking System (Abbott currently uses Remedy and may move to ServiceNow).

3. Excellent Customer Service Skills

Additional Information

• This individual will focus on Steady State Phone Support. They will be the point of escalation for Abbott’s Level I Team out of Manila..

• They will be providing Phone Support for End Users. The profile will be similar to past positions we have filled with the team.

• They must have the ability to extract information from End Users and Remote Control into their PC/Laptop to resolve issues.

The Level I.5 Technician role is the escalation line of support for the company. The team has 80% First Call Resolution. Some on the team handle self-service or Network related issues.

• The most common issues that Technicians troubleshoot are 1. Connecting Mobile Devices to the Exchange Server 2. Registering devices to login to Abbott/SJM’s mobile network 3. Password Re-Sets.

• More world wide calls are taken during the 2nd and 3rd shifts (Asia, India, Europe) – more production facilities but end users speak English.

• More Citrix/Thin App. related calls during the 2nd and 3rd shifts.

• The team’s focus is on first call resolution – there is no timeline to troubleshoot issues. Quality is the focus.

• There are 15,000 – 18,000 global end users that this team supports. This team supports all IT issues world wide. The team has Level I.5 and Level II Support.

• 83-85% first call resolution. They use Remedy as their ticket tracking system.

• There are 10 people on the team running 24x7.

• 30 – 40 calls a day is the average call volume for first shift, second shift takes 15 – 20 calls a day and third shift takes 5 calls a day. Typical calls are: multiple logins, auth. of Tokens, cell phone, e-mail and custom applications.

• Sr. Analysts and Leads are available to assist within the Helpdesk. • All calls are routed to the central Helpdesk – this includes all salespeople and “other calls”. The type of call and issue being resolved varies quite a bit from HW to SW issues. There are 10 Level 1.5 Analysts.

Summary

Abbott/SJM is looking for a Help Desk Specialist to provide world class customer service experiences to the variety of internal Abbott/SJM clients.

Key to the success of this position are the individual's communication skills and customer service skills. Technical experiences or a strong interest and aptitude for technology is also required.

- Candidates must be able to follow directions and scripts as well as work by a defined process.

- Should have IT/Technical knowledge aptitude and or interests in technology.

- Candidates who have worked with different software programs will at least have an understanding of basic functionality.

- Prior help desk experience is helpful but not a requirement.

- Candidates should not have more than 3 years prior IT support experience.

Key Skills

- Strong customer service & oral communication skills

- Technical Aptitude & interests

- Ability to follow policy & directions (or scripts)

- Document questions/answers (written communication skills)

- College degree (preferred, not required)

Skills:

Customer Service, Help Desk, MS Office, Windows 7/10, Phone Support

Top Skills Details:

Customer Service, Help Desk, MS Office, Windows 7/10, Phone Support

Additional Skills & Qualifications:

N/A.

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Contact Information

Recruiter: Jean Chambers

Phone: (410) 579-3072

Email: jchambers@careercircle.com

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