What are the responsibilities and job description for the Information Technology Service Desk position at CBTS?
Environment: Manufacturing - Responsible for the site. They must be comfortable being the point person and/or working in a manufacturing facility.
JD:
Core Responsibilities
Technical Support
● Involved in Incident, Problem and Service Request Management.
● Provide workarounds and solutions based on Service Level Objectives.
● Deskside and remote support required within Factory environment.
● Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
● In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
● Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
● Refers more complex problems to problem managers and/or senior level.
● Participate to new IM&T Service testing, deployment and stabilization.
● Maintain and stays current with evolving Information technology.
Communication
● Clarify tickets logged with requesters and communicate about resolution progress.
● Ensure satisfactory customer service and prompt response times to the requesters.
● Share her/his support knowledge with peers in the same team and maintain associated documentation
● Communicate with user community to provide the status of open problems and the changes associated with new solutions
● Escalate significant issues or outages to the management
● Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Information Security
● Ensure security rules implementation as per the policies.
Academic Background Certification/Training in the assigned area will be an added advantage.
Professional Experience ∙ Minimum 2 years of experience in domain of expertise.
Technical Skills ∙ Extensive knowledge in domain of expertise.
● Strong knowledge of Microsoft based operating systems
● General knowledge of IT infrastructure: Lan, WAN, Windows servers, active directory
● Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)
Details
• Level 2-3 Support functions
• factory environment, focused on hardware support
• Windows environment
• Google mail
• Automation stuff
• Hard hat, steel toe shoes
• Label printers,
• Not a lot of phone support or call in’s
• Manufacturing environment
• Mostly windows, basic troubleshooting
• Most systems in-house
• Will train up for 2-weeks
• Need to be motivated to support task list
• Can be occasion late night support
• No regular OT
• Monday through Friday 8-5pm
• Have delivery center for weekends; rare if need help on a Saturday