Help Desk Support Specialist

Helpdesk Support

Provide support across various aspects of the IT environment, working in collaboration with IT Helpdesk, remote infrastructure support teams and applications teams covering PC applications, network connectivity, and Logistics applications

Front line support for the logistics center and 3rd party logistics team outsourced by the client. Resolve IT service issues in a timely manner, with minimal impact to the business and to the customers.

Problem Management: Working with the IT support teams and outsourced partners to drive ownership e2e, identify and remove the cause of incidents, eliminate recurring incidents, and minimize the impact of critical incidents that cannot be prevented. This includes both proactive and reactive problem management sources

As part of a global team, participate in initiatives aimed at improving the effectiveness of Logistics support. This will include participation in process improvements activities, working closely with business process owners to understand how IT can support the business more effectively and with other IT teams as they develop and enhance applications, services, and infrastructure

For unique Logistics application and hardware, coordinate risk assessments with the client's IT Risk Management and Security team

The role requires multi-tasking, prioritizing workload / issues, and balancing multiple problems. The ability to sense and detect repeat/recurring issues and ensure these are visible to the appropriate IT owners. Must be able to engage with the appropriate Business and IT owners to ensure that problem gets resolved.

Participate in IT new service rollout, software releases, system upgrades, evaluate and install patches and resolve IT related problems. This may involve working on projects across multiple client sites as changes are prepared and rolled out to supported logistics centers globally.

Provide the initial triage on issues, i.e., observe, assess, and determine the best approach to solving the problem that maximizes employee up-time. Coordinate issue resolution with the Agilent Help Desk and IT Service Line Managers as appropriate

Ensure that employees and contractors are engaging the standard IT support processes when appropriate and focus on those areas where you can add unique value

Job Posting Qualifications

Bachelor’s in computer science, Information Systems, or its equivalent

At least 5-7 years’ work experience in a global IT organization

Ability to work independently in a IT organization

Experience supporting a logistics operation including infrastructure (PC’s, printers, scanners, networks) and applications (SAP)

Experience working with Office 365 tools (Office, Teams, Delve, etc.)

Ability to effectively communicate in English, both written and verbal. Excellent interpersonal skills with the ability to work on complex and globally distributed teams across many time zones.

Strong organizational skills. Be able to demonstrate the ability to set priorities based on alignment with business goals and strategic direction, define timelines and deliver to commitments.

Skills: Desktop Management - Infrastructure Services (IS)

Experience Required: 6-8