What are the responsibilities and job description for the Level I Help Desk ERP position at All Departments?
The Level I Help Desk Support – ERP (Help Desk) is responsible for analyzing incoming ERP help tickets and triaging them to the appropriate ERP support personnel/department for completion. The Help Desk is also responsible for making sure that internal customers receive timely feedback on their ERP help ticket and have a positive customer experience.
Essential Duties and Responsibilities:
- Analyze incoming ERP help tickets and assign them to the appropriate ERP support personnel for completion.
- Organize ERP help tickets, consolidate similar tickets into a single ticket that will be assigned to an ERP support personnel.
- Communicate with internal customers regarding their ERP help ticket; keep them updated with status and completion estimates.
- Troubleshoot incoming issues and provide solutions to common problems.
- Document incoming ERP help tickets and solutions to help build a knowledge base for internal customers.
- Provides exceptional customer service and creates a positive ticketing process.
- Improves knowledge by attending educational workshops and reviewing professional publications regarding ERP systems.
- Completes special projects and other duties as assigned.
- Understands ETE core values and leads by example.
Qualifications:
- High school diploma or GED. Certifications and/or Associates degree (any area of IT) a plus.
- At least one (1) year of experience in Help Desk preferred; or applicable on the job training in a manufacturing environment with exposure to IT systems.
- Bilingual in Spanish strongly desired and highly preferred.
- Ability to work effectively with diverse populations and educational levels.
- Have a Can-Do Attitude, with good time management, and decision-making skills.
- Self-starting and motivated; believe in teamwork and uphold the ability to always help others.
- Strong computer skills and/or strong comfort level with IT services. Good with Excel.
IT Help Desk Technician
Kapur & Associates -
Milwaukee, WI
Director, IT Help Desk
PPC Partners Inc. -
Berlin, WI
Technical Help Desk 1
Volt -
Menomonee Falls, WI