Service Desk Rep - Intermediate
US Foods Inc. - Tempe, AZ
- Escalates problems to higher level technical support professionals when necessary.
- Works in a team setting, sharing information with others when necessary.
- Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function.
- Utilizes company resources to increase knowledge in the organization's custom business applications, processes, software and technologies used. Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function.
- Interacts with the appropriate technical and professional services personnel to resolve ongoing problems.
- Entry level knowledge of at least 50 percent of the organization's applications, technologies and operating systems as well as expert knowledge of company business processes and functionalities.
- Understands Service Desk activities and documented resolutions and is able to identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Implements and enforces escalation policies & procedures.
- Access knowledge data base and frequently asked questions resources to aid in problem resolution.
- Maintains current and highest level of technical skill in field of expertise as well as utilize company resources to increase knowledge in the organization's custom business applications, processes, software and technologies used.
- Identifies and creates written documentation of opportunities for IT software/process/training improvements within one or more major application area.
***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
Education/Training
- High School Diploma or equivalent required
- Bachelor’s degree preferred
- Certifications: ITIL Foundations certification preferred
Related Experience:
- Three years IT technical service/help desk experience is required
Knowledge/Skills/Abilities:
- HPSM (HP Service Manager) experience strongly preferred
- Working knowledge of Internet, Intranet, Mainframe and client/server environments
- Entry level knowledge in Incident Management processes
- Understands and follows IT key controls related to SOx and audit
- Ability to work various shifts which could include weekends, evenings and holidays
Posted: 30+ days ago
