Essential Functions
- Provide initial technical support at the Service Desk for inquiries received via Phone or electronic communications.
- Logs technical support incidents and requests into the ticket management system (ServiceNow).
- Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provide updates to incidents indicating acted upon resolution and communication to the user.
- Communicates proactively with end-users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency. Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.
- Effectively assess the nature of problems, working with various levels of customers within the company.
- Resolve first line issues and transfer complex issues to appropriate second or third-level support.
- Monitor and document production ticket status and any error messages and notify appropriate technical resources in a timely manner.
- Document Service Desk calls, technical resolutions, and IT processes/procedures in the designated ITSM Tool.
- Utilize appropriate steps within the Incident/Problem Management process.
- Complete required documentation for IT processes/procedures in a timely manner.
- Communicate with co-workers, team members, management, clients, and others in a courteous and professional manner.
- Conform with and abide by all regulations, policies, work procedures and instructions from our customer Univar Solutions.
- Demonstrate reliable and predictable attendance.
- Other duties assigned to ensure overall departmental efficiency.
Other Duties
- Work closely with IT Service Delivery team to ensure the successful delivery of IT Services.
- Demonstrates open, effective communication and teamwork.
- Customer focused and understand the importance of IT Operations being a customer-driven team.
- Other duties as required either by the customer or SYNTAX.
CORE COMPETENCIES
Basic support knowledge of:
- Microsoft Windows 10
- Microsoft 365
- Demonstrate an understanding of how the IT Service Desk works.
- Customer Service focused
- Strong Analytical and critical thinking capabilities
- Attention to detail, deadline oriented
- Ability to balance priorities and be an effective multitasker
- Proactive, Self-Motivated, Team Player
- Ability to communicate IT Technical terminology to non-technical team members.
WORK ENVIRONMENT
This position will be performed from the Univar Solutions office for 3 days (Tuesday, Wednesday, and Thursday) at the Univar’s Solution office in Dublin, OH.
POSITION TYPE/STANDARD SCHEDULE
This is a Full-time position on a shift schedule and hours of work are Monday through Friday from 11:00 am to 8:00 pm on a rotational basis.
Minimum Required Education & Experience
- 1+ years’ experience in IT customer support environment
- Associates or Higher degree in Information Technology, or equivalent work experience
- Experience with hardware and software knowledge.
- Knowledge of Windows OS required. In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.
- Recent and relevant certification strongly desired.
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
