Service Desk Coordinator (f/m)

Your responsibilities:

• answering incoming phone calls to assist users,
• accurately documenting in the ITSM Tool any events and requests reported by our end users, troubleshooting actions taken, and corresponding results (Fresh Service usage will be a plus),
• maintaining unassigned tickets in ITSM Tool, following standard process and procedures,
• determing the correct assignment groups and transfering tickets accordingly in a timely manner,
• assessing and reporting to leadership any ITSM and other support automation opportunities,
• troubleshooting moderate hardware, software, network, and operating system issues,
• understanding the expertise levels of leadership, office professionals, and plant floor workers,
• analyzing, diagnosing, testing and resolving basic to moderate level end-user incidents and service requests within established SLA,
• providing competent remote technical support on software applications and hardware,
• expediting reported issues affecting end-users with team members and leadership,
• maintaining Knowledge Base, process, and procedure documentation,
• using user documentation and Training capabilities,
• utilizing troubleshooting skills with the usage of networking tools such as Infoblox and EAM,
• performing other IT Service Desk duties as assigned.

Your qualifications:

• 5+ years’ experience in supporting Windows OS environments in large enterprises,
• iOS mobility experience will be a plus,
• advanced skills in supporting Windows 10/11, Office 365, iOS, as well as device management,
• advanced skills in using SCCM, Azure AD, Active Directory, O365, SSPR, Duo and O365 Security,
• advanced skills in supporting core networking fundamentals, including: Tools, TCP/IP, DNS, DHCP, and VPNs (EAM, Infoblox, Ordr, & Orion experience will be a plus),
• advanced communication skills to effectively engage with peers, leadership, and customers,
• advanced analytical skills and a demonstrated ability to solve moderate to complex problems,
• strong ability to manage customer relationships with poise and professionalism,
• excellent written and verbal communication abilities in English/Spanish/German/Romanian/Italian (knowledge of other languages will be a plus),
• detail orientation with strong documentation skills,
• strong desire to continuously expand technical knowledge,
• ability and willingness to help teammates grow support skillsets,
• tenacious attitude and advanced troubleshooting skillset,
• advanced knowledge of Service Desk support on ERP Systems (SAP, M3, JD Edwards),
• advanced skills in working in ITSM Tools (Fresh Service experience will be a plus).