JOB SUMMARY
Responsible for creating service order requests for all customers to include Trade Superintendents, Foreman, and technicians. Perform accurate data entry and generate weekly reports in the Maximo database to assist the ServiceDesk Lead, Service Desk Manager, CE Assistant Manager or CE Manager. Report directly to the Service Desk Manager and Lead. The Service Desk Technician will be responsible for providing a wide range of HR-related support, advice, strategies, and planning that play a key role in the success of the Company’s mission.
Position Title: Service Desk Technician Labor Category: LN
JOB RESPONSIBILITIES
- Receives service order requests and creates service orders.
- Service Desk Technician provides support to Trade Superintendent and Foreman
- Daily administrative duties of Trades including training, record keeping, daily reports and certifications.
- Maintains workflow by studying methods; implementing cost reductions; and developing reporting procedures.
- Creates and revises systems and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, and budgetary and personnel requirements, implementing changes.
- Resolve administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
- Ensure operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
- Provides information by answering questions and requests.
- Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
- Completes operational requirements by scheduling and assigning administrative projects, expediting work results.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.
- Responds to emergency calls within 30 minutes and ensures resolution within 24 hours.
- Collect and maintain customer feedback.
- Query requestors or requesting organizations upon completion of each work order or project to collect information on customer satisfaction with the work order or project. All customer satisfaction data will be collated and provided in weekly reports reflecting customer satisfaction statistics and significant comments.
- Participate in monthly inspections of the data collected and the reports provided to ensure validity.
- Other related duties assignment by management.
JOB QUALIFICATIONS
- High school diploma or equivalent is preferred.
- Required three (3) years of experience in office administration.
- Fluently read, write, speak, and understand English.
- Preferred experience in utilizing Maximo Management database.
- Maximo Experience is an added advantage.
- Ability to use a desktop computer and office suite software packages.
- Excellent verbal and written communication skills.
- Reporting Skills - Ability to being able to clearly and accurately convey and communicate data, findings, and recommendations.
- Basic administrative writing skills preferred.
- Microsoft Office Skills which include the knowledge of Microsoft excel, word, PowerPoint and outlook.
- Managing Processes to complete the daily service desk operational tasks.
- Organizational skills are abilities to manage time effectively, prioritize tasks, set goals, and develop systems for achieving those goals.
- Analyzing Information of SORs to complete using Maximo program.
- Professionalism to maintain the quality of work.
- Advanced Problem-Solving skills.
- Basic knowledge of Inventory Control process.
- Preferred to have Home of Record driving license.
PHYSICAL REQUIREMENTS AND WORK CONDITIONS
- Physical requirements may include lifting to 35 lbs., team lifting 50 lbs., climbing, extended sitting and standing, stooping, stretching, or bending.
- Individuals must be able to sit and concentrate for extended periods.
Acuity International is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, national origin, age, protected veteran status, or disability status.
For OFCCP compliance, the taxable entity associated with this job posting is:
Sallyport Global Services/Acuity Eng & Tech Servs(FCN/LCN Employees)
