Service Desk Level 1 at Food Services of America

Posted in Other 6 days ago.

This job brought to you by Local Organization

Location: Scottsdale, Arizona

Job Description:

Food Services of America

Job ID 2019-6237
Job Location US-AZ-Scottsdale
Working Hours M-F 10am-7pm


General Purpose
The Service Desk Support Technician is the primary point of contact for incoming calls and tickets related to Associate Support and Customer Support. The Service Desk Support Technician will be responsible for answering calls and managing tickets by thoroughly documenting in detail; all issues/service requests from associates and customers, including the course of action taken to investigate the problem and the final problem resolution. When not able to resolve an associate or customer support issue the Service Desk Support Technician will escalate the ticket to the appropriate IT team for further troubleshooting. When not handling calls or ticketed issues the Service Desk Support Technician will be working on system observations and tasks assigned by their supervisor.


Main Job Tasks and Responsibilities

  • Answer calls from SGA associates within service level agreement

  • Installation and configuration of order entry tools for customers

  • Gathering feedback on order entry tools

  • Support internal associates with technology issues

  • Basic knowledge of all internal applications

  • Configure hardware for hardware refresh

  • Basic hardware troubleshooting

  • Document all support incidents using the trouble tracking system

  • Participate in after-hours call support

  • Work on special projects that have been assigned

  • Managing system observation

  • Other duties as assigned


Education and Experience

  • 2+ years' experience providing IT help desk support

  • Must have excellent customer service skills

  • Must have excellent written and oral communication skills

  • Must have excellent troubleshooting skills

  • Must be comfortable talking on the phone

  • Strong ability to multi-task

  • Must be able to rapidly diagnose technology issues and determine which issues must be escalated

  • Must be able to solve basic technology issues, software and hardware

  • Must have thorough knowledge of business model of all Food Group companies

  • Ability to pass a background check and pre-employment drug screen

Key Competencies

  • First line of support for Associates and Customers

  • Perform basic troubleshooting and problem resolution

  • Grant access to toolbox apps

  • Assist with installation of Order Entry software

  • Collaborate on technology solutions to solve business problems

  • Customer service oriented and task driven

  • Strong problem analysis and troubleshooting skills

  • Ability to learn and adapt to changes quickly

  • Strong planning and organizational skills to keep up with incoming requests

  • Ability to multitask in a high stressful environment

  • Must be able to establish effective professional business relationships with all levels of users

  • Review your strengths and opportunities as they relate to your competencies, and work with your Manager to choose an area of developmental focus on an annual basis.

Equal Employment Opportunity Employer M/F/Vets/Disabled.