Service Desk Representative

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.