Interpublic is a global marketing communications and marketing services company with over 42,000 employees worldwide. Global Information Services (GIS), a division of Interpublic Group of Companies, is expanding our technology team. GIS is embarking on a multi-year plan to integrate information technology services within the Interpublic Group of Companies. GIS is a technology driven company supporting some of the most creative minds in advertising and media. We are looking for a Centralized Service Desk Analyst II to join our GIS team.
Purpose of the position:
Provide timely end-user computer support assistance on a variety of issues. Identifies, researches and resolves technical problems for desktop and software related issues in a call center environment. Perform computer administrative tasks for callers that may include but is not limited to: resetting passwords, unlocking accounts, adjusting storage limits, file system security, mailbox maintenance and VPN accounts, and trouble shooting other routine and/or semi-routine user computer issues, e.g., printer problems. Provide timely, professional and courteous customer service support to all callers, and accurately resolve most issues in order that the end user/customer does not experience a loss in productivity. Many end users rely significantly on the use of their computer to generate business proposals, develop programs, etc., and any down time can ostensibly have a negative impact on their ability to secure a client's business or meet a client's deadline. Escalate more complex computer support issues to the Centralized Service Desk Support Analyst or Supervisor.
Support end users remotely by responding to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.
Demonstrated teamwork, customer satisfaction, problem solving, communication and business knowledge are skills critical to the success of this position.
Problems/Challenges faced:
In a call center environment, the Centralized Service Desk Associate position relies on the use of predefined issue resolution techniques, procedures and sequential routines to handle and resolve issues. May use or have access to a knowledge base system or equivalent pre-established and defined guidelines as a resource in determining the appropriate method of resolving end user's computer issues. Since IPG is comprised of a multitude of advertising agencies, there is no set standard for desktop software and computer hardware throughout the IPG companies at this time. Because of this, the analyst is expected to quickly scope out the caller's computing environment before working towards a timely issue resolution. Many end users rely significantly on the use of their computer to generate business proposals, develop programs, etc., and therefore, timely issue resolution is critical.
Measurable Impact on the Organization:
This position has a contributory impact on the organization's operating budget and functionality.
Education and Experience Required:
This position requires an Associate's Degree and/or 2 - 4 years equivalent helpdesk/call center work experience. Additionally, the position holder should have a working functional knowledge of various MAC and/or PC software and hardware equipment, as well as the ability to analyze and solve routine and semi-routine computer problems. Experience in troubleshooting, hardware, network and remote access problems is desirable. Developing knowledge and use of Remedy and LANDesk is desirable.
Contacts:
This position reports to the Manager, Centralized Service Desk and may interface with all levels of employees across the company.
Specialized Skills and Competencies required to perform the work:
Skills and Required Proficiency Level
MAC and/or PC operating systems, Intermediate (Working functional knowledge)
Windows 2000 and XP, Intermediate (Working functional knowledge)
OS10, Intermediate (Working functional knowledge)
MS Office Suite, Intermediate (Working functional knowledge)
Internet Explorer, Intermediate (Working functional knowledge)
Troubleshooting remote access & network issues, Intermediate (Working functional knowledge)
Customer focused, Intermediate (Working functional knowledge)
Teamwork, Intermediate (Working functional knowledge)
Remedy Knowledge Base System, Intermediate (Working functional knowledge)
LANDesk, Intermediate (Working functional knowledge)
Problem solving, Intermediate (Working functional knowledge)
Communication - listening and speaking, Intermediate (Working functional knowledge)
Attention to detail; follow up, Intermediate (Working functional knowledge)
You must have authorization to work in the US for any employer. We do not sponsor for Green Cards or Visas.
Please send resume including salary requirements to:
We are an Equal Opportunity Employer To Apply to this job go to http://www.GadBall.com or click here