Service Desk Representative

Overview

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS!

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides telephone, email, chat and portal submission support for the entire Weis Markets Enterprise.
• Acts as a single point of contact for all associates that need service from Functional Support Resources.
• Creates service tickets in Weis’ incident management system for both break fixes and ad hoc requests.
• Executes follow up to all open and aging tickets.
• Uses common troubleshooting techniques and call control to drive toward a first call resolution for the associate.
• Documents and records details of incidents, troubleshooting steps and results, and assigns tickets appropriately when first call resolutions cannot be attained.
• Seeks input from second and third level support groups, including third-party vendor partners, for incident resolution.
• Uses the department knowledge base repository to respond to inquiries in a consistent and accurate manner.
• Provides updates to associates, functional teams and/or company leaderships on status and resolution of both outstanding IT issues and equipment repair work.
• Verifies customer is satisfied with resolution.

Supervisory Responsibilities

• None

Qualification Requirements

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

Education and/or Experience

• Associate’s degree or higher in Information Technology, Computer Sciences, or related technology field is preferred.
• Experience in Facility or Building Maintenance is a plus.
• A Technical Certification is a plus.
• Experience in a call center preferred.
• Experience in a Retail Grocery or consumer goods environment is a plus.

Technical Understanding and Knowledge

• Demonstrates ability to work with customers and callers in a professional manner.
• Demonstrates ability to show troubleshooting and problem solving abilities.
• Demonstrates proficiency with modern desktop and / or mobile computer technologies such as Microsoft Office Products.
• Demonstrates a working knowledge of Information Technology (I.T.) systems, including networking, infrastructure, and communications.
• Demonstrates a working knowledge of Building, Facility and Equipment Maintenance infrastructure, procedure and policy.
• Ability to research and locate relevant information on troubleshooting, routing and escalation paths in team knowledge base and document archives
• Ability to work in a stressful environment and accept deadlines with little supervision.
• Ability to construct meaningful sentences and has polished writing skills.

Teamwork

• Receives general direction from and reports to the Manager, Service Desk.
• Works successfully with and receives direction from the Service Desk Supervisor.
• Works successfully with cross-functional project teams.
• Works independently toward generally defined objectives.
• Acts with a sense of urgency with respect to reporting potentially serious impacts to user and enterprise operations.

Internal Operations

• Needs extensive understanding of business processes, the relationship between them and what technology is utilized for their executiuon.
• Needs extensive understanding of escalation processes.
• Complies with and enforces standard policies and procedures.
• Possesses and demonstrates organizational awareness.

• Ability to interface with all levels and across organizational lines.
• Generally, operates under deadlines and may be subject to heavy workloads.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Other Skills, Abilities, and/or Training

The following qualities are required:

• Ability to pass drug test
• Ability to work weekends
• Ability to work at home in pandemic, extreme weather or other exigent circumstances
• Strong understanding of information processing principles and practices
• Strong knowledge of software evaluation principles and practices
• Good knowledge of applicable data privacy practices and laws
• Good analytical, conceptual, and problem-solving abilities
• High level of understanding of the organization’s goals and objectives
• Superior written and oral communication skills
• Excellent technical support documentation skills
• Strong interpersonal and consultative skills
• Ability to handle emerging technologies and trends, standards, and products as required
• Able to prioritize and execute tasks, both independently and as part of a team, under sometimes-aggressive deadlines in an often fast-paced environment
• Exhibit interest and positive attitude toward all assigned work, and strive for continued improvement
• Able to put his/her hands-on experience to use and work as an individual contributor
• Ability to present ideas in user-friendly language
• Proficiency with Microsoft products, including but not limited to Microsoft Edge, Outlook, Teams and Word.
• Ability to work extended days on an occasional basis.
• Ability to work day or evening hours.

Certificates, Licenses, and/or Registrations

This position does not require certifications or a license.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. The associate is:

• Regularly required to do the following activities:
  • Remain seated in a normal position for long periods.
  • Use hands to finger, handle, and/or feel; the ability to type, pick, pinch with fingers, seize, hold, grasp or turn with hands, and perceive attributes of objects and materials, such as size, shape, temperature, or texture, by touching with fingertips.
  • Perform continuous operation of a personal computer for four hours or more.
  • Maintain balance while walking, standing, crouching, or running.
  • Twist upper torso.
  • Frequently required to walk about.

• Occasionally required to do the following activities:
  • Climb stairs and/or ladders.
  • Reach up and out with hands and arms.
  • Push and/or pull up to ten (10) pounds a distance of ten (10) feet.

• Specific vision abilities required for this job include:
  • Close vision (clear vision at 20 inches or less).
  • Distance vision (clear vision at 20 feet or more).
  • Color vision and the ability to identify and distinguish colors.
  • Peripheral vision.
  • Depth perception and the ability to judge distances and spatial relationships.
  • Adjustable focus.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Under normal situations the associate is regularly exposed to indoor conditions with a moderate noise level.