Position Description :

• Actively seeks feedback from customers on ways to potentially improve the support process and relationships
• Have regular 8 hour attendance at the plant to be engaged and successfully perform job functions
• Be willing to work daily overtime and weekend overtime as necessary to support production needs Specific duties include, but are not limited to:
• Follows service desk procedures in general end user support, and documenting activities, customer issues, troubleshooting steps, resolution outcome, and time duration in the service desk tool.
• Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.
• Talks to user to learn procedures followed and source of error.
• Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization.
• Investigates and resolves computer software and hardware problems of users:
• Requests the user with problem to use telephone, service desk, and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed.
• Understands customer's business processes and prioritizes or applies priorities to service desk tickets accordingly
• Diagnoses customer issues and assigns appropriate support, if outside scope of support.
• Promotes customer relations in tune with company plans and policies
• Installs and maintains end user hardware and software
• Works with next level of support
• Escalates problems according to defined processes
• Provides training and guidance to users to prevent user based error from reoccurring
• Creates, maintains, and manages site specific documentation
• Collaborate with other service teams to ensure efficient operation of the company's end user computing environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems during and after core work hours.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by service desk tickets.
• Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.
• Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes.
• If necessary, liaise with third-party support and equipment vendors for site specific support issues.
• Take active role in personal career development and personal performance management process.