Job Title: Service
Desk Specialist
Location: Matawan NJ
Duration: Full-Time
Job Description:
Responsible for the timely execution, monitoring, and verification of
computer-based tasks which support the overall operations of Key Food Stores
Co-operative and its member stores. Responsible for second-level phone support
of IT point-of-sale (POS) hardware and software. Must be both technically and
customer service oriented. Ability to handle multiple calls and situations.
Able to work varying shifts including evenings and weekends. JOB DESCRIPTION
OVERALL FUNCTIONS
- Proficient
in the timely and professional handling of incoming calls to a busy
service desk
- Target
90% resolution at the Service Desk for inbound incidents and request
- Proficient
tracking of all calls via service desk software (Service Now); ticket
assignment and escalation as required
- Perform
daily follow-up on open calls that do not show activity to ensure
satisfactory closure of the issue.
- Responsible
for initial user account creation, permissions, and directory updates in a
multi-platform environment.
- Evaluating
and prioritizing incoming telephone, voicemail, and email requests for
assistance from users experiencing problems with hardware, software,
networking, and other computer-related issues. Ask concise and accurate
questions to identify issues and provide solutions.
- Answer
application questions with short training and/or –how-to documents.
- Delegate
support tasks when appropriate to third party vendors
- Escalate
problems to the third level (when appropriate) to obtain timely
resolution.
- Monitor
trouble ticket portals of third-party vendors to ensure proactive resolution
to issues.
- Participate
in departmental projects and programs (which include rollouts, upgrades,
and modifications).
- Maintain
procedures manual to ensure continuity of task execution amongst current
or future staff.
- Deliver
administrative services to the IT department.
- Participate
in after-hours on-call rotation.
QUALIFICATIONS
EDUCATION/EXPERIENCE
Associate degree in Management Information Systems (MIS), Computer Science
related field or minimum 2 years experience.
Certification in ITIL
SKILLS & EXPERIENCE
- Ability
to present ideas in business-friendly and user-friendly language.
- Highly
self-motivated and directed, with keen attention to detail.
- Able
to prioritize and execute tasks in a high-pressure environment.
- Experience
working in a team-oriented, collaborative environment.
- Experience
in supermarket operations is a plus.
