AddressPerdue Farms is a family-owned food and agriculture company now in its second century of growth and innovation. We were founded on trust—a value that carries through everything we do. Perdue Foods is a leader in Premium Proteins and Perdue AgriBusiness ranks among the top US grain companies.
Summary
Tier One is the first point of contact for all users of IT services. Service requests are directed to the appropriate support departments. Problem calls are solved by the Customer Service Desk associates or routed to the appropriate technical staff for a solution. The Customer Service Desk monitors and tracks all calls to ensure they are addressed quickly and properly; and that the customer is satisfied with our service. They identify trends with service issues that are reported to management so they can be addressed in a proactive manner. Provide PC support and maintenance. Interact with and assist in maintaining technical and organizational relevance and proficiency in the development of solutions where methods and policies are inadequate or not established.
This position is designated for 2nd shift, the hours are 1:00pm - 10:00pm Monday through Friday.
Principal and Essential Duties & Responsibilities
- Handle calls for the Customer Service Desk in a professional, fast, effective, and efficient manner stressing customer service.
- To function as part of a team consisting of I/T personnel, user department personnel, selected outside vendors, and customers
- Use the Quality Improvement Process by adherence to the Four Absolutes of Quality and by implementing the Fourteen (14) Quality Improvement Process steps.
- Communications – Effectively communicate problems/ issues/outages with other Service One associates and management.
- Monitor escalations and Cherwell tickets.
- Assist in the training of new associates.
- Assist in writing and updating procedures or workflow. Assist in maintain accuracy and relevance of the technical knowledgebase.
- Continuously expand technical skills and share technical knowledge with team members. Keep up to date on computer technology by completing on-line CBT courses and Service Desk Analyst certification.
- Assist with PC hardware maintenance as needed.
- Assist with software maintenance and installation. This will include Microsoft operating systems, assorted Perdue approved applications, ODBC drivers, dll, and required registry settings.
- Assist with the installation including hardware and software installation of new Perdue Computers.
- Repair and rebuild Perdue Computer assets.
- Assist with special software installations, upgrades as required (typically off-hours installs).
Minimum Education
High school diploma required, Associates degree preferred.
Experience Requirements
- Must have working knowledge of Service Desk/problem management software (such as Cherwell) and ability to manage, maintain and utilize features and functions available through the software. Knowledge of Service desk concepts and procedures in logging, tracking, escalating, and resolving problems/issues; must be customer focused; must be willing to travel occasionally to attend training or seminars.
- The person must be able to demonstrate effective organizational skills, attention to detail and task management. The person should have a passion for customer service with demonstrated ability to handle high pressure needs in a calm, respectful, and efficient manner.
- The person must possess strong oral and verbal communications skills. They will be required to interact with a wide variety of people at different levels within Perdue and must be able to effectively interact with them. Must possess the ability to discuss technical information with non-technical individuals. Excellent organizational skills with the proven ability to prioritize Multiple incidents, ranging from low to medium complexity.
- Self-motivated problem solver with experience in diagnosing issues and working them through to resolution.
- Ability to maintain confidentiality.
Experience Preferred
At least 1 years of IT experience in a corporate IT environment is required or working towards an IT related degree; Service desk experience using problem management software in a corporate IT environment is highly desired. At least 1 year of PC maintenance experience.
Environmental Factors and Physical Requirements
Position is mostly sedentary but may require occasional moving to other offices or buildings.
May need to move light equipment or supplies from one place to another.
May need to access files, supplies and equipment.
Work activity is in an office, open-partitioned, cubicle environment.
Perdue Farms, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
