6 days old

Service Desk I

Arbonne
Irvine, CA 92618
  • Job Code
    119299676

Why You're Here



Under general supervision, serve as the initial point-of-contact for customers seeking assistance. This position will be responsible for troubleshooting PC hardware, software phone and printer issues. You will work from within our Incident Management System (IMS) to generate and maintain site/incident specific information required to effectively answer calls, monitor alerts, exhibit root cause analysis and accurately track customer issues up to and including resolutions. Use sophisticated tools to manage, maintain, and reload PC/Server/Hosted applications on local and remote systems and their associated peripherals. This position will also generate and maintain specific reports regarding asset information, system performance, hardware and software inventories and system configurations.

Other duties as assigned or required by IT ServiceDesk and Operations management.

Provide ongoing management of the support queue to ensure all requests meet SLAs and internal OLAs, as prioritized based on impact and urgency. Initiate follow-up communication with customers ensuring our customers receive the appropriate level of customer service. Proactively report incidents outside of SLA to the ServiceDesk and IT Operations management to ensure all incidents are handled in a timely manner, with proper escalation and priority applied to each incident request

Hours: 8am-5pm (Monday-Friday)


What You'll Be Doing


Internal Duties
  • Answer customer services calls, create incidents/cases and route them to the appropriate support team
  • Serve as the voice of our company to customers seeking support and/or technical assistance.
  • Work closely with other ServiceDesk Technicians and the IT Operations team to resolve customer issues
  • Properly escalate unresolved issues to the next level of support.
  • Create, update, and maintain all cases as required.
  • Properly troubleshoot, isolate, document and establish a plan for remediation of issues.
  • Follow corporate and departmental processes and procedures.

External Duties

  • Provide support to remote site, business partners and internal personnel.

Attendance and Punctuality

  • Schedules time off in advance.
  • Begins working on time.
  • Keeps absences within guidelines.
  • Ensures work responsibilities are covered when absent.
  • Arrives at meetings and appointments on time.

Customer Service

  • Displays courtesy and sensitivity
  • Displays quality and respect during phone call with customer
  • Manages difficult or emotional customer situations.
  • Meets commitments.
  • Responds promptly to customer needs.
  • Solicits customer feedback to improve service.

Innovation

  • Displays original thinking and creativity.
  • Meets challenges with resourcefulness.
  • Generates suggestions for improving work.
  • Develops innovative approaches and ideas.
<br /> <h3><strong>Why You're Here</strong></h3> <br /><br /> <p style="margin: 0in; margin-bottom: .0001pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Under general supervision, serve as the initial point-of-contact for customers seeking assistance. This position will be responsible for troubleshooting PC hardware, software phone and printer issues. You will work from within our Incident Management System (IMS) to generate and maintain site/incident specific information required to effectively answer calls, monitor alerts, exhibit root cause analysis and accurately track customer issues up to and including resolutions. Use sophisticated tools to manage, maintain, and reload PC/Server/Hosted applications on local and remote systems and their associated peripherals. This position will also generate and maintain specific reports regarding asset information, system performance, hardware and software inventories and system configurations.</span></p> <p style="margin: 0in; margin-bottom: .0001pt;"> </p> <p style="margin: 0in; margin-bottom: .0001pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Other duties as assigned or required by IT ServiceDesk and Operations management.</span></p> <p style="margin: 0in; margin-bottom: .0001pt;"> </p> <p style="margin: 0px;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Provide ongoing management of the support queue to ensure all requests meet SLAs and internal OLAs, as prioritized based on impact and urgency. Initiate follow-up communication with customers ensuring our customers receive the appropriate level of customer service. Proactively report incidents outside of SLA to the ServiceDesk and IT Operations management to ensure all incidents are handled in a timely manner, with proper escalation and priority applied to each incident request</span></p> <p style="margin: 0px;"> </p> <p style="margin: 0px;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Hours: 8am-5pm (Monday-Friday)</span></p> <br /> <h3>What You'll Be Doing</h3> <br style="margin: 0px;" /><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Internal Duties</span> <ul> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Answer customer services calls, create incidents/cases and route them to the appropriate support team</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Serve as the voice of our company to customers seeking support and/or technical assistance.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Work closely with other ServiceDesk Technicians and the IT Operations team to resolve customer issues</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Properly escalate unresolved issues to the next level of support.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Create, update, and maintain all cases as required.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Properly troubleshoot, isolate, document and establish a plan for remediation of issues.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Follow corporate and departmental processes and procedures.</span></li> </ul> <p style="margin: 0px;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">External Duties</span></p> <ul> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Provide support to remote site, business partners and internal personnel.</span></li> </ul> <p style="margin: 0px;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Attendance and Punctuality</span></p> <ul> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Schedules time off in advance.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Begins working on time.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Keeps absences within guidelines.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ensures work responsibilities are covered when absent.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Arrives at meetings and appointments on time.</span></li> </ul> <p style="margin: 0px;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Customer Service</span></p> <ul> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Displays courtesy and sensitivity</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Displays quality and respect during phone call with customer</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Manages difficult or emotional customer situations.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Meets commitments.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Responds promptly to customer needs.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Solicits customer feedback to improve service.</span></li> </ul> <p style="margin: 0px;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Innovation</span></p> <ul> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Displays original thinking and creativity.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Meets challenges with resourcefulness.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Generates suggestions for improving work.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Develops innovative approaches and ideas.</span></li> </ul> <img src="https://analytics.click2apply.net/v/7ednndcnPKz7UZ1NFlZz2"> <br/><br/><br /> <h3><strong>What You Need</strong></h3> <br /><br /> <ul> <li style="margin-left: .25in;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">0-2 years of experience installing and supporting either PC, Apple/MAC, Networking or software application products.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Understanding of telephony and VOIP</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">An understanding of Windows Desktop OS; Windows7, WindowsXP, Windows10 and/or other client-server and peer-to-peer network PC-based operating systems.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability, or able to quickly learn to troubleshoot computer related issues.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Good understanding of networking concepts.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Strong interpersonal skills, including the ability to work in a team environment as well as independently.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Strong communication skills</span></li> <li style="margin-left: .25in;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Good written communication skills.</span></li> <li style="margin-left: .25in;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Flexible work hours.</span></li> </ul> <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Arbonne International is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, sexual orientation, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law. At Arbonne International it's about each person bringing passion and skills to a dynamic and inclusive workplace!</span></p><p>PI119299676</p>

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Posted: 2020-03-24 Expires: 2020-04-24

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Service Desk I

Arbonne
Irvine, CA 92618

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