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 arealso working closely with the other IT Service Desk teams (EMEA & APAC) looking to globalize theprocesses.What you will be doing : Respond to requests for technical assistance via phone or electronically, and resolve technical hardware and software issuesResearch questions using available information resourcesAdvise the user on appropriate action and follow standard help desk proceduresAdminister help desk softwareRedirect problems to the appropriate resource if neededIdentify and raise situations requiring urgent attentionTrack and route problems and requests and document resolutions in a knowledge baseStay ahead of with system information, changes and updatesIn order to cover the users working time, it is necessary to work in shifts.
Required SkillsWho you are : Strong Windows OS and MS Office skillsCustomer focus skills, good listening skills, good social skills with internal and external customersAnalytical skills (ability to analyze and synthesize), team-
player, handle time and workload effectivelyRequired ExperienceQualifications : IT / Technical University degree or student would be a plus6 months to 1 year work experience appreciatedWorking experience with the Americas region is an important advantageExcellent English skillsSpanish knowledge would be a plus.