Full time, Remote roles ; Desktop Support Team is looking for Desktop Support Technicians. These roles will be a combination of supporting campus-based employees as well as supporting our Global Staff remotely. Working knowledge of Service-Now an added advantage
Must have a proven track record of customer facing engagement, across a diverse range of platforms, with the ability to effectively communicate product use and suitability
Role & Responsibilities
· Queue management Inbound & Outbound; with a strong focus on achieving SLA targets
o Call’s / Live Chat / E-Mail
· Ticket Management
o Document all call/chat information according to standard operating procedures
· Identifying customers’ needs, clarify information, research every issue and providing solutions
· Delivering world class customer experience
· Build sustainable relationships and engage customers by taking the extra mile
· Championing adherence and compliance to process and policy
· Identify and escalate issues to supervisors and / or relevant team
· Knowledge, awareness and dissemination of process and policy
· Cross regional collaboration with other site leads to ensure consistent, high-quality delivery of service and knowledge transfer
· Triage tasks/requests that come to team by evaluating each request, communicating with the requester, and documenting all requirements that will be needed to successfully deliver the work while meeting previously established SLAs and compliance requirements.
· Handle access request, create/remove/troubleshoot accounts in systems like, AD, Identityhub, o365.
· Responsible for the successful execution of sophisticated technical projects within a defined program while managing scope, delivery timeline, quality, risks, and partner expectations.
· Any other duties that may arise from day to day
Additional Responsibilities:
· Maintain team's alignment with business partners, users, and technical teams through recurring meetings as needed.
· Listen to our business partners' experiences and challenges, to ensure quality deliverables and problem-solving/prevention daily.
· Gain an understanding of our team's services, infrastructure, software, and processes. Apply that understanding to document technical updates, improve processes, and help identify new project opportunities (where applicable). Additionally, candidate will participate in activities for identifying and presenting the Identity team's body of work.
· Cross regional collaboration with other Teams to ensure consistent, high-quality delivery of service and knowledge transfer
· Ability to create and interpret reports to support ongoing service desk operations
· Ability to Manage High Level callers such as PayPal Senior Leadership Team inclusive of:
o Directors/Senior Directors
o VP / SVP / EVP
· Design and improve processes and procedures to support continuous service improvement
· Be an “SME” of a particular topic within GSD
Requirements / Perquisites
· Enterprise collaboration clients e.g. Teams, Slack
· End-User/Client facing configuration of Office 365
· Supporting triage steps to determine User, PC, Network, or Application issues
· Ability to demonstrate Active Listening
· Assist with Network Printer installation
· Support of mobile devices and software to include Workspace One, PingID etc (iPad, iPhone, Android)
· Knowledge of Active Directory, VPN & Proxy servers essential
· Fluency in English both written & oral
· Flexibility for shift patterns, Weekend, Night and Public Holiday coverage required
· Customer focus & adaptability
· Ability to multi-task, set priorities and manage time effectively
· Ability to handle stressful situation appropriately
· Strong logical thinking and troubleshooting skills
· Technical expertise with MacOS and Windows OS
· Ability to coach junior members in a matrixed management environment
· Emphasize on task quality (be thorough, detail-oriented, responsible)
· Be a team player
· Always looking for ways to continue to learn in the environment
Call Lindsay O’Leary for further spec details. 00 353 86 8311808
#LI-LO1
