Posted 20 days ago
Description
- Provides training, troubleshooting, and support to software application users
- Coordinate the processing of incoming requests to IT Service via both telephone and e-mail to ensure courteous, timeliness, and effective resolution of end user application issues
- Liaise with third parties and IT partners to resolve issues in a timely manner
- Develop and implement changes to various reports and integration solutions
- Track and manage changes to the applications per a defined Change Management process
- Record, track, and document the service request, including all successful and unsuccessful decisions made, through to final resolution
- Determine severity of incidents and efficiently elevate them using the incident management process
- Keep requester informed of progress on support and projects
- Ensure resolution meets user requirements while meeting Service Level requirements
- Support a 24 x 7 manufacturing environment
- Experience supporting third-party ERP systems is preferred
- Ability to write simple SQL queries is required
- Experience with Microsoft Access/Excel/Word/PowerPoint is required
- Outstanding customer service, and excellent verbal and written communications skills is a must; ability to read and write English is also required
- Experience with industry standard ticketing system preferred
- Ability to work independently under general supervision within a demanding client centric environment
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
