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Service Desk Specialist I

Date: Jul 29, 2022

Location: JACKSONVILLE, FL, US, 32218-2261

Company: Grainger Businesses

The Service Desk Specialist will be responsible for responding to a wide range of Incidents and requests via phone and online channels.  These requests vary from troubleshooting Grainger supported applications to Grainger’s infrastructure that enables Grainger business worldwide. They must diagnose, classify, resolve, or delegate. This work must be completed while providing superior customer service to the internal and external end user. 

 

These efforts include but are not limited to the following:

 

  • Discovering, probing, researching and resolving issues that have the potential to be complex and business impacting.
  • Owning issues to completion
  • Assisting business partners with larger projects
  • Additional assignments as directed by the SSC leadership
  •  

Supported systems include:

 

  • SAP R/3 or SAP Portal system modules
    • order management
    • warehouse management
    • supply chain
    • business warehouse reporting
    • expense management
    • CRM
  • Middleware applications
  • Web applications
  • Security access applications
    • Okta
    • SAP
    • Active Directory

 

Service Desk Specialist will follow all Grainger and department business procedures and policies in a professional manner. They will support and contribute to company and department business objectives. Provides superior support for a wide variety of issues from field and corporate business units including internal and external end users that utilize SAP software and technologies. Resolve 70% of phone calls by providing in-depth investigation, analysis and troubleshooting for a wide variety of SAP system modules.  

The Support Tools they will utilize include.

  • remote access
  • remote control
  • Intranet
  • knowledge articles
  • peers, etc.,

 

Demonstrate solid verbal, listening, and written communication skills to document incidents with clear, concise details of all steps taken to troubleshoot and resolve or delegate calls. Utilize all resources for complex issues while interacting with callers to resolve incidents. Identify problems that impact multiple end users and escalate to the next level in a timely manner. Proactively review all Quality Monitoring Feedback to ensure superior, consistent, quality service to the end-user. Actively participate, respond, and develop based on feedback provided in coaching sessions. Stay current on all updates to procedures, systems, references and resources via email, intranet, and knowledgebase systems. Proactively monitor phone activity via Dashboard and Cisco software to ensure sufficient phone coverage. Perform additional and ad Hoc tasks that are in alignment with the department's business objectives and suggest ways to improve team performance. Add innovative solutions to the department knowledgebase system. Promote teamwork by mentoring, sharing knowledge and information and by assisting other analysts with technical issues.

 

Position Requirements

 

One to two years of practical Service Desk/Help Desk Support providing superior Customer Service.

Office Suite (Word, Excel, Power Point, etc.) knowledge preferred

PC literate

Knowledge of badge readers, vending hardware and virtual machines

Knowledge of remote assistance

Ability to adapt to changing business processes, technologies, and environments

Ability to absorb & present complex ideas quickly and accurately

Excellent verbal and written communication skills providing support to internal and external customers

Excellent time management and organization skills

Strong analytical and problem-solving skills

Demonstrated strong interpersonal and customer service skills

Bilingual language skills a plus

 

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.