Desktop Service Technician

Shamrock Foods Company
Published
August 22, 2021
Location
Commerce City, CO
Category
Job Type

Description

Starting rate of pay will be: $28-$29/hr

Desktop Services provides escalated technical support and services from the Service Desk for all computer users in all divisions of Shamrock Foods Company. This position supports a 24/7 work environment.

Essential Duties:

  • Follow written and verbal instructions/directions
  • Follow all ticket handling and escalation procedures
  • Identify, troubleshoot and resolve system hardware and software problems
  • Communicate time sensitive or critical technical information to Shamrock associates
  • Monitor and investigate re-occurring problems
  • Investigate problems and perform root cause analysis
  • Answer, record, solve, and track calls/requests from users
  • Provide comprehensive technical support services to Shamrock employees and customers
  • Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
  • Apply critical thinking skills and troubleshooting methods to either resolve or escalate issues to the appropriate technical support team.
  • Use available knowledge tools during troubleshooting
  • Take all necessary steps to ensure total customer satisfaction
  • Create, submit as well as manage escalated detailed tickets documenting customer interactions.
  • Accuracy, thoroughness, and timeliness are key call logging components
  • Confirm and update customer profile information as needed.
  • Promptly notify management of any potentially 'dissatisfied' customers
  • Follow all documented escalation processes and procedures
  • Maintain technical proficiency in Shamrock supported systems and applications
  • Active participation in department organized training events and staff meetings.
  • Contribute current technical information and best practices concerning Shamrock proprietary applications to the Documentation Reference Library or other Shamrock knowledge distribution channels.
  • Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
  • Possess decision making skills
  • Facilitate communication and document outages time lines
  • Open/facilitate communications for the call-in bridge line
  • Assist in directing technical resources to work through outage issues to resolution.
  • Understand and follow time sensitive escalation procedures
  • Document, track, analyze and follow up on all issues escalated from the Service Desk.
  • Analyze data to reduce costs and improve service levels and MTTR (Mean time to repair)
  • Identify reoccurring problems - suggest solutions
  • Identify and remove waste to streamline business processes
  • Understand how to maintain user access to Shamrock Foods Enterprise Network and individual applications.
  • Understand how account creations are completed for all Shamrock systems and applications
  • Account Terminations - Lock-down/remove access to all SFC systems applications
  • Internet account administration - Removes internet access for associates who abuse internet privileges or receive virus alerts
  • Password administration
  • Other duties as assigned
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