About BDP International:

BDP International, a member of the PSA Group, is a leading provider of global, integrated supply chain, transportation and logistics solutions. The company was founded in 1966 by Richard Bolte Sr. with global headquarters in Philadelphia, Pennsylvania. Now, BDP employs more than 5,400 people worldwide and operates freight logistics centers worldwide through a global network of wholly owned offices, joint ventures, and affiliates in 133 countries.

BDP serves more than 5,000 customers, including some of the world's leading multinational companies. Clients include: Arkema, Dow, DuPont, HARMAN, The Hershey Company, and more.

Job Summary:

Provides troubleshooting activities for Service Desk Support. Candidate should have exceptional customer service skills and the ability to work with internal and external clients to support and promote IT policies and methodologies.

Principle Responsibilities:

Service Desk Support members are expected to work their tickets, starting with Critical, to the point of resolution to ensure continuity of care for each ticket request regardless of region. If advanced assistance is required to resolve the issue the Service Desk Support member may escalate the ticket to an Infrastructure Team accordingly. Ensures help tickets that are assigned are worked promptly and closed within the SLA, whenever possible. Emphasis on customer communications via phone, chat and/or service desk tool. 

Essential Functions:

● Ensures tickets assigned are worked promptly and closed within the SLA whenever possible. 

● Emphasis on customer communications via phone, chat and/or service desk tool. 

● Responsible for ensuring that support requests are responded to in a timely fashion.

● Adjusts ticket priority accordingly to conform with SLA definitions

● Responsible to research, investigate and provide solutions, or work-around to end user.

● Responsible to escalate issues to an Infrastructure Team if no work-around exists

● Responsible to provide recommendations and implement solutions to reduce or eliminate issues and call volumes.

● To further develop and provide outstanding Service Desk Support for BDP's internal and external customers. 

● To analyze, research and answer customer questions in a timely and high-quality manner.

● To research and help resolve customer-reported issues in a timely and high-quality manner.

● To assist the Infrastructure Team with application problem identification and testing.

● To fully endorse, support and enforce IT policies and procedures with BDP's internal and external customers.

● To facilitate and assist with submission of IT Requests by internal and external customers based upon hardware issues/problems and changing and/or new business requirements.

● To design, develop and maintain comprehensive hardware test plans and test scripts.

● To assist Infrastructure with "release-oriented testing" (i.e. monthly, quarterly, per scheduled release) for new hardware releases.

● To assist Infrastructure with "random regression testing" (i.e. random, occasional, ongoing) to ensure proper ongoing functionality.

● Participate in IT projects/enhancements when required

● Responsible for after hours and weekend support as needed. 

 Behavioral Skills:

● Takes accountability and ownership.

● Possesses strong willingness and drive to succeed.

● Outstanding customer service skills.

● Ability to work well within a team environment as well as possess the desire and ability to be a significant contributor to the team's overall success.

● Possess an outgoing, energetic personality.

● Demonstrates a can-do and positive attitude.

● Ability and desire to establish rapport with customers.

● Experience multi-tasking in a highly faced-paced environment.

● Excellent problem-solving skills.

● Excellent oral and written communication skills.

● Ability to maintain confidentiality.

● Demonstrates enthusiasm and commitment to the position and values of the company.