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Service Desk Specialist

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Job Description

Job Title: Service Desk Specialist

Location: Matawan, NJ 07747

Perm (FTE) role

               

Job Description:                             

Job Title: Service Desk Specialist

 

Summary

  • Responsible for the timely execution, monitoring and verification of computer-based tasks which support the overall operations of  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.

 

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 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 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 IT department.
  • Participate in after hour 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 a plus.
  • Note: The above information is meant to describe the major functions of the job and should be used as a guideline only. The job description is not all-inclusive and should not be taken to represent the full scope of the position. Key Food Stores Co-Operative Inc. reserves the exclusive right to add, delete or modify the position as needed.

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