Hitachi is hiring a
Global Service Desk Agent

Summary

Join a global team of innovators at Hitachi Vantara as a Level 2 Service Desk Technician, providing technical support and customer service to internal employees. This role involves receiving, prioritizing, documenting, and resolving/escalating end-user requests and issues.

Requirements

• Bachelor’s degree in computer science or another related field
• 3-5 years of relevant work experience
• Working knowledge of computer hardware and software
• Working knowledge of computer operating systems; including Windows 10 and OS X
• Working knowledge of Active Directory, Office 365, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop Cisco VPN/Remote Connectivity, etc
• Working knowledge of mobile device support; including Android and iOS
• Interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Proven customer service skills
• Exceptional written and verbal communication skills

Responsibilities

• Take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group
• Handles problems and issues that users are unable to resolve
• Communicate effectively with end users in all stages of the incident management process
• Interact with several support teams to restore service and/or identify and correct core problem
• Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending
• Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base
• Assists the Shift Leader in developing and implementing SLA performance improvement / enhancement plans
• Build relationship/trust with all associates so that they are comfortable approaching them for resolution of customer issues
• Resolve Tickets within scope of responsibilities according to defined procedures
• During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool, including initial interaction, triage, escalation, and status updates as requested
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process & every effort is made to meet service levels
• Present a positive, effective, and flexible contribution to achieving team targets and objectives
• Pro-activeness and technical appetite to explore and obtain solutions for unknown issues
• Other duties as needed

Benefits

• 40-hour on-site work week
• Sitting for extended periods of time