Position: Service Desk Support Specialist Type: Contract to hire Location: Dallas, TX The Service Desk Support Specialist is responsible for providing excellent customer service and support to all associates by managing IT requests, incidents, and problems. Through effective use of written and verbal communication, the IT Service Desk Support Specialist sets and manages expectations with the customer by adhering to our ITIL-based Incident and Problem Management policies. Moreover, the Service Desk Support Specialist must be able to support customers by assisting members of the IT team by completing software installation and computer imaging requests, perform user account administration tasks, and support various IT initiatives by leveraging a variety of enterprise tools and utilities. The position may require travel up to 5% of the time. ESSENTIAL DUTIES AND RESPONSIBILITIES (include but not limited to):
Incident Management
Log all IT Service Desk interactions and/or problem reports received via phone call or e-mail into the ITSM platform
Set SLA priority of all incoming incidents
Appropriately route and assign incidents within the IT department
Manage ITSM platform including the IT Knowledge Base
Content stewardship of the IT Knowledge Base
Advise on escalation requests
Monitor the incident through its lifecycle
Minimize time to resolve customer incidents by leveraging existing and new knowledge to resolve incidents during the initial call
Maximize availability to support incoming incidents
Consistently provide clear and accurate information when communicating with customers and IT team members
Partner with IT team members to resolve incidents
Provide support of laptops, desktops, workstations, mobile devices, and applications utilized by customers
Actively update existing procedures relating to the IT Service Desk team’s responsibilities.
Own assigned projects and tasks within the IT Service Desk team.
On-call, weekend and after-hours support may be required to maintain systems and support customers
Travel up to 5%
JOB REQUIREMENTS (Knowledge, Skills and Abilities):
Strong interpersonal skills
Excellent communication and documentation skills
Demonstrate ability to learn and support new applications and technologies
Relentless focus on providing a high degree of service by taking ownership of projects, tasks, and incidents
Proactively identify and recommend updates or changes to existing processes, software, or hardware.
Value self-accountability by taking ownership of assigned tasks and the incident management process
Ability to multi-task and prioritize in a fast-paced work environment
Ability to apply critical thinking skills to maintain high levels of support in a dynamic environment
Demonstrate the ability to complete initiatives, projects, and tasks on time
Skills:
One year of experience in providing end-user support
Rudimentary knowledge of:
Windows, Microsoft applications (e.g., Office suite, Dynamics, Lync/Skype for Business)
Are you experienced and passionate about technology? A system\'s professional who wants to work in a collaborative environment. As an experienced ERP Operational Support Consultant, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Consider an opportunity with our US Delivery Center - we are breaking the mold of a typical Delivery Center.
This is position is essential to the success of our retail stores. Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about Sherwin-Williams products, and recommend the right solutions. Customer Service Specialists are also expected to promptly resolve any customer concerns and ensure maximum client satisfaction as well as stay up-to-date with product features and maintain the high quality and visual standards of the products and store. Customer Service Specialists are tasked with achieving excellent customer service, while consistently meeting the store’s sales goals.