Specialist IT Services and Support II

Summary

The role of the ServiceDesk Specialist – IT Services and Support is to provide overall support for computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity to ensure efficient and successful operations in alignment with JDS Inc. business, security, and IT standards, policies, and procedures.

This role includes documenting computer-related problems, providing basic troubleshooting solutions as appropriate, and escalating issues to other IT units for resolution when needed.

The position also plays an instrumental role in defining and implementing ServiceDesk metrics to ensure benchmarks are met or exceeded.

Additionally, the Specialist assists with the design and implementation of standards and processes to deliver effective customer service and meet departmental requirements. They will also assist other IT groups with the administration of IT infrastructure.

The role will participate in a rotation for 24/7 on-call support related to system availability and client needs.

This role may include assisting Global IT groups with project work which would require working off hours or traveling to other JDS Inc. locations.

Responsibilities

Effectively engages with other IT groups to deliver IT services.

• Drives team collaboration across functions providing resolving technical issues for applications, desktops, laptops and mobile devices and configuring equipment.
• Act as Service Desk subject matter expert regarding computing problems related to hardware, operating systems, applications and products.
• Serves as the IT single point of contact for Associate technical inquiries for support.
• Performs configuration, administration and maintenance duties for desktop systems, laptops, peripherals and related equipment.
• Mentoring: Provides technical mentoring to junior ServiceDesk team members/interns.
• Knowledgebase: Leads the development of support documentation of JDS Inc.'s end user technology.
• Assists the Asset Management Coordinator with the maintenance of the hardware and software configuration items using the CMDB databases and facilitates inventory audits.
• Planning: Directly involved in planning & implementation of desktop tools & systems.
• Attends service reviews for key business units, reviews performance reports, maintains service improvements, quality and processes.

Assists with the development of continuous improvement services for the Service Desk.

• Develop support documentation of JDS Inc.’s end user technology.
• Install & maintain technology at various JDS Inc. locations.
• Ascertain the criticality of incoming requests and assigned priorities and inform Service Desk manager/supervisor or senior level technicians of critical issues.
• Identifies continuous improvement opportunities for services within scope of responsibility, including new approaches and processes.
• Provides management and performance reports as required.

Maintain in-depth working knowledge of business and technology.

• Remain current with emerging industry trends.
• Envision new capabilities to meet business needs.
• Develop a working knowledge of JDS Inc.’s end-user technology.
• In-depth knowledge of the ITSM tool to track associate IT requests for diagnostics and resolution.

Endeavors to achieve set metrics and key performance indicators (KPIs).

• Maintains continuous improvement of services within scope of responsibility.
• Track and facilitate customer communications via phone and email to follow-up on open issues.
• Communicate status of open tickets in accordance with SLA’s and quality standards.
• Responsible for escalating incidents to other IT Units in accordance with SLA’s and quality standards.
• Provide a logical and structured approach to troubleshooting, decision making and team emphasis with attention to superior customer service.
• Contribute to the ongoing cycle of improving Service Desk processes.

Essential Functions of the Role

Education & Work Requirements

Education & Work Preferences

• 2 – 5 years of progressive technical IT experience with a bachelor’s degree in an IT related discipline.
• One of more of the following preferred but not essential; Cisco, CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, Security+, ITIL certified.
• Solid knowledge of desktop operating systems (Windows, macOS) and software applications.
• Experience driving solutions to root cause analysis and communicating with a global team.
• Experience delivering applications and services through automation.
• Excellent analytical problem-solving skills of technical issues.
• Strong customer service skills with strong focus on follow-up.
• Strong interpersonal skills, with the ability to communicate effectively at all levels of the organization.

Competencies

What We Offer

• The anticipated base salary range for this position is £40,000 - £48,000 (depending on experience or other legitimate business factors)
• This position is also eligible to participate in the Hollister discretionary Corporate Bonus Scheme
• Performance-related Annual Salary Review
• Group Personal Pension Scheme with 8.5% employer contribution
• Private Healthcare Insurance covering you / and your family members
• Life Insurance Cover at x10 base salary
• Group Income Protection Scheme
• 25 annual leave + Bank Holidays (pro-rated for part time Associates), with the option to buy/sell annual leave
• Comprehensive Employee Assistance Programme
• Enhanced Family Friendly policies
• Internal recognition scheme