IT Service Desk Agent

Description

The IT Service Desk Agent will ensure a consistent and positive end user experience by acting as a first point of contact for IT service support.

Act as the primary point of contact for end users and first response for IT service operation issues and requests.

Prioritize and escalate issues based on urgency and business impact.

Deliver professional support with a customer-focused approach

Maintain an acceptable first call resolution rate and minimize downtime & disruptions for end users

Support IT service operation governance through ticket ownership.

Develop and maintain a knowledge base and deliver relevant training.

Advocate for and support ITSM processes and procedures.

Adhere to IT security policies and guidelines

Contribute to continual improvement activities by providing feedback and required support.

Maintain an accurate IT asset inventory. Register, track and manage IT assets

Promote best practice and security awareness.

Triage requests for type, severity, and appropriate support team.

Provide 1st level support for service operation tickets.

Procure and manage local IT assets. Provide consistent communication regarding ticket status to end users.

Provision, deploy, and exchange end points in local environment

Requirements

Team and solution oriented

An effective collaborator and contributor

Self-motivated and able to take initiative

Able to establish and maintain positive working relationships and customer support

Able to prioritize and handle multiple tasks simultaneously

Broad knowledge of the IT service features of the portfolio and their use in the company

Ability to adhere to processes, policies, and procedures

Experience with basic technical administration of IT Technologies Experience working in a

support focused environment

Strong time management for balancing multiple tickets and prioritizing urgent tasks

Ability to listen actively and explain technical topics in an easy-to-understand way

Fluent in the English language (both written and spoken)

COMPANY BENEFITS

· Competitive Compensation

· Generous Paid Time Off

· 10 Paid Holidays

· Medical, Dental & Vision Insurance

· Biannual Bonus Program

· 401k with Company Match

· Company Paid Life Insurance

· Annual Reviews and Merit Based Raises

· Room for Advancement and Career Growth

COMPANY DESCRIPTION

• Schluter Systems is a family-owned and internationally renowned company that has been rapidly growing over the last 10 years. The Schluter brand is backed by a team of people working together to create a line of innovative products that provide solutions to the tile industry. We’re looking to build our team with individuals who like to think BIG and want to be part of what makes our products extraordinary. We are a company that treats its employees, suppliers, and customers as long-term partners. Where success is built on a win-win philosophy and everyone should benefit.
• "Profit is not the goal of the business. Profit is the consequence of a job well done" Werner Schluter, Founder
• Are you interested in a truly unique and special company? Hear from our employees on what it means to be part of the Schluter family: http://www.schluter.com/careers . Then if you’re ready to see life in Orange, talk to us about this career opportunity at Schluter Systems.

This pay range reflects the base hourly rate or annual salary for positions in this job grade, with the final offer depending on factors like experience, education, location, and other relevant considerations. Additionally, this role qualifies for extra benefits beyond the base pay range mentioned.

At Schluter Systems, we are dedicated to creating an inclusive environment that celebrates diverse perspectives and ensures all individuals are valued and supported, without discrimination based on race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, training, compensation, benefits, and transfers. All employment decisions at Schluter Systems L.P. are based solely on merit, qualifications, and business needs.

#SSIND