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Job Title:  Service Desk Specialist

Req ID:  20741
Job Category:  Information Technology
Country/Region:  US
State:  AL
City:  Birmingham
Zip:  35222
Description: 

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Service Desk Specialist I position is responsible for handling the Tier II activities of incidents by researching, documenting, resolving, reporting and/or escalating incidents accurately and completely, along with provisioning requests for IT services.  A large portion of their time is dedicated to answering phones and live chats, responding to web tickets, walk up customer service and assisting Service Desk Technician support as required. This includes, but is not limited to, support of all of STERIS’ facilities both office and home based. 

Duties

Provides telephone support for requests for assistance from Global STERIS internal customers that may be non-technical personnel by researching, documenting, escalating, and resolve technical problems.

Responsible for monitoring and processing web-based, live chat, voicemail and in person requests for customer assistance.

Detailed record in the Service Desk ticketing system of customer conversation, troubleshooting performed and all activity initiated to resolve or triage the ticket.

Perform wireless device plan modifications (activate/disable/port numbers/voice & data), break/fix of devices and assisting Service Desk Technicians for wireless incidents/requests.

At times performs customer administration of the VPN Token and software package pushes.

Relaying requests for assistance that are outside the scope of the issue to Tier III Service Desk support or other appropriate IT Teams.

Monitoring call volumes and proactively notifying key information to Tier III Service Desk staff and/or Service Desk management when reoccurring problems arise.

Initiating escalation procedures when needed; notifying appropriate technical and/or managerial personnel and key customers.

Perform computer hardware/software related repairs including refreshing the operating system.

Assists in processing Service Desk tickets requesting new access/equipment for customers in accordance with Service Desk policies and procedures relating to SOX (Sarbanes-Oxley).

Performs basic and routine Call Center tasks by monitoring Service Desk phone queue and general mailbox.

Complete assigned Separation tasks for employees that have left the STERIS.

Provide guidance and assist Service Desk Technicians for troubleshooting more advanced customer issues.

Create, modify or remove approved account access for an intermediate number of business applications.

Participate in the creation and maintenance of a standardized knowledgebase articles to aid in assessing and diagnosing hardware/software problems.

Responsible for the creation and continual audit review of wireless standard operating procedures.

Assist IT management with wireless device projects, reports, charge backs and continual review of where STERIS can implement cost reductions.

Duties - cont'd

Assist in reporting Service Desk metrics and review of provisioning tickets to avoid SOX audit failures.

Relocate equipment in facilities when requested by the Facilities Department or Client Technologies.

Upkeep of Service Desk area to ensure working in a safe environment.

Follows and adheres to required departmental processes and procedures as assigned by the Service Desk management.

Contribute in on-call rotation of Service Desk after-hours support.

Performs other functionally related duties as assigned.

#LI-SS2

Education Degree
Required Experience

 

STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.