Loading...
Share this Job

Job Title:  IT Service Desk Associate (Temporary)

Req ID:  17732
Job Category:  Information Technology
Country/Region:  US
State:  OH
City:  Mentor
Zip:  44060
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

Reporting to the IT Service Desk Supervisor, the IT Service Desk Associate is expected to maintain an air of professionalism in their interpersonal relationships and personal development, exercise confidentiality concerning the affairs of the business, exhibit a desire to learn and the ability to effectively problem solve.  There must be a willingness to take direction from the Service Desk team and openly and actively participate in the direction of STERIS values.

This position is responsible for handling Customers walk-ups to the IT Welcome Center for IT support.  Limited Tier I activities conducted will include managing the IT loaner equipment with a portion of their time being dedicated to answering phones, live chats and responding to web tickets. Additional responsibilities will include assistance with stock equipment repairs and deploy/retrieve IT equipment as needed. This includes, but is not limited to, support of all of STERIS’ facilities both office and home based. 

This position has limited interact with different business groups and requires an understanding of STERIS’ multiple business segments and how IT impact on their functions. 


 

Duties

Technical Support - 90%

1. Managing customer pickup and return of IT loaner equipment along with ensuring proper updates are applied to loaner equipment.
2.  Provides limited telephone support for requests for assistance from Global STERIS internal customers that may be non-technical personnel by researching, documenting, escalating, and resolving technical problems.
3. Responsible for processing web-based, live chat, voicemail and in person requests for customer assistance.
4. Detailed record in the Service Desk ticketing system of customer conversation, troubleshooting performed and all activity initiated to resolve or triage the ticket.
5. Assist customers on how to setup and use new technologies.
6. Relaying requests for assistance that are outside the scope of the issue to Tier I, Tier II or Tier III Service Desk support or other appropriate IT business groups.
7. Initiating escalation procedures when needed; notifying appropriate technical and/or managerial personnel and key customers.
8. Act as an active participant of the Service Desk team, working to maximize the effectiveness of the entire team.
9. Assist and complete computer hardware/software related repairs including refreshing the operating system.

Administrative Support  - 10%
1. Performs basic and routine Call Center tasks by monitoring Service Desk general mailbox.
2. Participate in the creation and maintenance of a standardized knowledgebase articles to aid in assessing and diagnosing hardware/software problems.
3. Relocate IT equipment in facilities when requested by the Facilities Department or Client Technologies.
4. Follow and adheres to required departmental processes and procedures as assigned by Service Desk management.
5. Upkeep of Service Desk area to ensure working in a safe environment.
6. Performs other functionally related support duties as assigned.


 

Required Experience
  • Any prior job with customer service skills
  • Soft skill proficiency – SKILLED
    • Telephone etiquette with professional verbal and written communication skills
    • Listening and questioning skills
    • Self-starter who adapts readily to changes in workload, staffing and scheduling
    • Able to receive formal/informal training and retain the information so that it may be applied later at an independent level
  • Technical proficiency – GENERALLY SKILLED
    • Software:
      • Windows Operating System, current and prior versions
      • Microsoft Office including Outlook
      • Spyware and virus software
    • Hardware:
      • Computer - laptop, tablet and desktop
      • Wireless – smart phone

 

STERIS plc is a $3B, publicly traded (NYSE: STE) organization with more than 12,000 employees worldwide.

STERIS strives to be an Equal Opportunity Employer.  


Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

Job Segment: Network, Service Desk, Administrative Assistant, Telecom, Telecommunications, Technology, Customer Service, Administrative