Service Desk Representative

Weis Markets; Sunbury (Northumberland County); In loco; USD 42.000 - 54.000; Tempo pieno

Descrizione del lavoro

Weis Markets is seeking an IT Help Desk Associate to provide multi-channel support across the enterprise from the 1000 S. 2nd Street location. The role serves as the primary contact for associates seeking assistance and manages incident tickets end-to-end.

The ideal candidate has an IT-related degree, relevant certifications, and experience in a call center or retail/grocery environment. Strong writing, troubleshooting, and customer service skills are essential.

Competenze

• Associate degree or higher in Information Technology or related field preferred.
• Experience in Facility or Building Maintenance is a plus.
• A Technical Certification is a plus.
• Experience in a Retail Grocery or consumer goods environment is a plus.
• Experience in a Call Center preferred.

Mansioni

• Provides telephone, email, chat and portal submission support for the Weis Markets Enterprise.
• Acts as a single point of contact for associates needing service from Functional Support Resources.
• Creates service tickets in Weis’ incident management system for fixes and requests.
• Performs follow up on all open and aging tickets.
• Applies standard troubleshooting techniques to drive first-call resolution.
• Documents incidents with details of steps taken and results; escalates when needed.
• Coordinates with second/third level support and third-party partners for resolution.
• Uses the knowledge base to respond accurately to inquiries.
• Provides updates on status and resolution to associates, teams and leadership.
• Confirms customer satisfaction after resolution.

Conoscenze

Customer service

Troubleshooting

Written communication

Problem solving

Stress management

Formazione

Associate degree in IT or related field

Technical Certification

Retail/Grocery experience

Call center experience

Strumenti

Microsoft Office

Incident management system

Call center software

Descrizione del lavoro

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!

Location Address:

1000 S. 2nd Street

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.

Weis Markets is an Equal Opportunity Employer:Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.