IT Service Desk Agent

Syntax; Dublin (OH); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Company pension scheme

Flexible working time models

Health offers

Job summary

A leading Managed Cloud Provider is seeking an IT Service Desk Agent in Dublin, Ohio. This full-time position involves providing initial technical support, logging incidents, and ensuring issues are effectively addressed for customer satisfaction. Candidates should have a degree in Information Technology and experience in IT customer support. Attractive benefits include flexible working hours and a supportive environment for career development. Join the team and contribute to exciting innovation projects.

Qualifications

• 1+ years’ experience in IT customer support environment.
• Knowledge of Windows OS required.
• In-depth knowledge of Microsoft Office programs including Word, Outlook, Excel, and PowerPoint.

Responsibilities

• Provide initial technical support at the Service Desk for inquiries.
• Logs technical support incidents into the ticket management system.
• Monitor support center incidents to ensure service levels are met.

Skills

Microsoft Windows 11

Microsoft 365

Customer Service

Analytical thinking

Multitasking

IT Technical terminology communication

Education

Associates or Higher degree in Information Technology

Tools

ServiceNow

Job description

IT Service Desk Agent – Dublin, Ohio, USA.

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Essential Functions

• Provide initial technical support at the Service Desk for inquiries received via Phone or electronic communications.
• Logs technical support incidents and requests into the ticket management system (ServiceNow).
• Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. Provide updates to incidents indicating acted upon resolution and communication to user.
• Communicates proactively with end users to ensure issues are clarified, effectively addressed, and resolved with appropriate urgency. Ensures end user satisfaction; maintains accountability throughout resolution, including when issue is delegated or handed off.
• Effectively assess the nature of problems, working with various levels of customers within the company.
• Resolve first line issues, transfer complex issues to appropriate second or third level support.
• Monitor and document production ticket status and any error messages, notify appropriate technical resource in a timely manner.
• Document Service Desk calls, technical resolutions, and IT processes/procedures in the designated ITSM Tool.
• Utilize appropriate steps within the Incident/Problem Management process.
• Complete required documentation for IT processes/procedures in a timely manner.
• Communicate with co-workers, team members, management, clients and others in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures and instructions from our customer Univar Solutions.
• Demonstrate reliable and predictable attendance.
• Other duties assigned to ensure overall departmental efficiency.

Other Duties

• Work closely with IT Service Delivery team to ensure successful delivery of IT Services.
• Demonstrates open, effective communication and teamwork.
• Customer focused and understand the importance of IT Operations being a customer-driven team.

CORE COMPETENCIES

Basic support knowledge of:

• Microsoft Windows 11
• Microsoft 365
• Knowledge of ENTRA/AZURE.
• Demonstrate an understanding of how the IT Service Desk.
• Customer Service focused
• Strong Analytical and critical thinking capabilities
• Ability to balance priorities and be an effective multitasker
• Proactive, Self-Motivated, Team Player
• Ability to communicate IT Technical terminology to non-technical team members.

WORK ENVIRONMENT

This position will be performed from the Univar Solutions office at Dublin, OH office.

POSITION TYPE/STANDARD SCHEDULE

This is a Full-time position on a shift schedule and hours of work are Monday through Friday between 7:00 a.m. and 8:00 p.m. EST on a rotational basis.

Minimum Required Education & Experience

• 1+ years’ experience in IT customer support environment
• Associates or Higher degree in Information Technology, or equivalent work experience
• Experience with hardware and software knowledge.
• Knowledge of Windows OS required. In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.
• Recent and relevant certification strongly desired.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!

• Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.