Steelcase Service-Desk process relies on a Single Point Of Contact process (SPOC process) where any Service-Desk customer within Americas (US, Canada, Brazil, Mexico, etc.
will contact Steelcase Service-Desk to submit any IT-related incident or request.
Your future team :
The IT Service Desk Americas is a 10 member team, collaborating with all IT functions. They are
also working closely with the other IT Service Desk teams (EMEA & APAC) looking to globalize the
What you will be doing :
Respond to requests for technical assistance via phone or electronically, and resolve technical hardware and software issues
Research questions using available information resources
Advise the user on appropriate action and follow standard help desk procedures
Administer help desk software
Redirect problems to the appropriate resource if needed
Identify and raise situations requiring urgent attention
Track and route problems and requests and document resolutions in a knowledge base
Stay ahead of with system information, changes and updates
In order to cover the users working time, it is necessary to work in shifts.
Who you are :
Strong Windows OS and MS Office skills
Customer focus skills, good listening skills, good social skills with internal and external customers
Analytical skills (ability to analyze and synthesize), team-player, handle time and workload effectively
IT / Technical University degree or student would be a plus
6 months to 1 year work experience appreciated
Working experience with the Americas region is an important advantage
Excellent English skills
Spanish knowledge would be a plus.