The IT Specialist is responsible for the day-to-day operational activities of Help Desk support covering various regions and time zones. Responsible for diagnosing, troubleshooting, resolving internal inquiries and work requests as they relate to the maintenance and support of personal computers, basic networking, and software applications.
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Attending telephone support requests from worldwide Trimble employees.
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Maintenance of diagnostic user information in the Help Desk database.
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Gather customer s information and determine the issue by elevating and analyzing symptoms.
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Following standard process and procedures
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Resolve user problems independently or in conjunction with other Help Desk staff, and when necessary escalate problems to other IS staff and resources timely and effectively.
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Responsible for Help Desk ticket response and resolution time.
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Fulfills ticket requests, completing the transaction, or forwarding the requests to the appropriate team.
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Ensure sure that any faults associated with desktop computers are remedied in the shortest time possible with the least disruption for the user. This includes system hardware problems, operating system problems, supported application configurations, and basic network connectivity issues.
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Attending meetings with peers, other IS staff, IS management, and business group managers and employees in support of end-users and the corporate IS infrastructure.
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Ensure data integrity with regard to the IT fixed asset inventories
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Provide input and recommendations to the organization surrounding hardware and software technologies and how these technologies can assist the business in being especially proactive with new technologies.
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Creating knowledge base documents.
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Follow up and make scheduled callbacks with users where necessary.
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Mentoring and technical assistance for Tier 1 call center Technicians.
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A customer service focus with strong phone skills and strong written communications skills.
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Exemplary attendance and punctuality.
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Customer Service: demonstrate the ability to respond with a high degree of urgency to the needs requests of others, internally and externally. Understand the impact of their work on others.
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Personable and able to deal with a wide range of customers with different skill levels in a positive and friendly manner (strong communication skills).
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Understand safety policies and actively promote safe practices in the workplace.
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Maintain constructive relationships and demonstrate respect for everyone contacted.
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Deal constructively with conflict and focus on the situation, issue or behavior and not on the person by diffusing situations before conflicts arise, resolving conflicts directly, and actively promoting and gaining cooperation from others.
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Consistently provide ideas, opinions, or information in an articulate, professional way.
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Actively listen to others and demonstrate understanding of other points of view.
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Willingness and ability to adjust to changing conditions or priorities.
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Take the initiative to identify and act on problems and lead by example. Consistently make decisions that resolve problems.
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Must have demonstrated a track record of excellent customer service delivery.
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Must have the ability to work successfully with little supervision.
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Update knowledge by participating in educational opportunities.
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Position requires the use of a Headset / Microphones.
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Proper phone etiquette
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Ability to speak and write clearly and accurately in English.
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Effective listening skills.
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Must possess advanced knowledge of Dell hardware and all mainstream software applications, including Windows 7, Windows 10, O365, Google Workspace, macOS, Ubuntu/Linux, remote access/control tools, iPhones, Androids, printers.
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Must be able to solve problems by exploring alternatives and selecting the appropriate solution.
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Certification in Windows / Mac / Linux is an added advantage.
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Demonstrated working knowledge of hardware and networking basics.
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Able to install, configure, troubleshoot, and support Windows /Mac/ Linux clients.
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Knowledge of electronic equipment, and computer hardware and software, including applications and programming.
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High level of analytical thinking to solve problems with an understanding of technology as well as an ability to ask the right questions and apply solutions to business problems.
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Does well with minimal hands-on training and can pick up new skills quickly and can take the ball and run with it.
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Able to mentor and guide Level 1 technician on difficult technical issues.
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Ability to multitask and can handle frequent interruptions.
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Can consistently follow protocol and instructions.
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Can work independently with little management direction.
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Actively looking for ways to help people.
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Excellent English communication skills, both written and verbal.
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Touch Type keyboarding skills.