What are the responsibilities and job description for the IT Service Desk Technician position at Binks US LLC?
Job Summary:
This is a fantastic opportunity for a talented, customer service driven individual to join our diverse team and advance your career in IT, working for a manufacturing business producing globally renowned products.
The IT Service Delivery Technician is a ‘hands-on’ role to be located at our manufacturing facility in Jackson, TN reporting to the Global IT Manager for IT Service Delivery and Infrastructure and will partner with our Global MSP for technical escalations. This role will provide exceptional customer service to our colleagues based both onsite and remotely, troubleshooting and resolving tickets relating to computer hardware, software, mobile devices, networking, printers and other technology. The post-holder will also have the opportunity to play a role in infrastructure projects, plus travel to other sites.
Core Working Hours:
Monday - Friday 7am - 4pm
Flexibility will be required to occasionally provide support to colleagues across the US
Key Responsibilities:
The role will include (but not limited to):
- Prioritize and respond to Service Desk requests and tickets in the ITSM tool in adherence to established SLAs
- Identify and escalate complex incidents in accordance with ITIL methodology
- Provide outstanding onboarding/offboarding customer experience for new starters/leavers
- Provide technical and troubleshooting assistance related to MS Windows, Office 365 and other desktop applications
- Receive, configure, support, and deploy computer hardware, phone systems, software, mobile devices, printers, networking devices and other technology tools and products
- Execute tasks efficiently whilst maintaining strong discipline and adherence to company security policies and standard operating procedures
- Strong focus on standardization, continuous improvement and eradication of single points of failure
- Actively participate in any other needs of Jackson facility and be the eyes and ears on the ground for the broader IT team, to provide solutions to the business
- Contribute to and maintain global documentation and knowledge base
- Occasional travel to other US sites (up to 10%)
Essential Knowledge/Experience Required:
- 3 years’ experience in IT Service Delivery technical roles
- Must demonstrate track record of delivering exceptional customer service and possess confidence to develop relationships with colleagues at all levels of the organisaton
- Excellent verbal and written communication skills are critical for success in this role
- Strong organizational skills and time management
- Strong analytical and problem-solving skills
- Self-starter who takes the initiative and requires minimal supervision
- Minimum 3 years’ experience of supporting Microsoft Windows desktops and M365 suite, including OneDrive, Teams and SharePoint
- Working knowledge of basic network concepts including TCP/IP, IP subnets and DHCP
- Working knowledge of Active Directory and/or Microsoft Azure Entra ID
- Working knowledge of Windows File Permissions and Security
- Working knowledge of ITSM tools for example, ServiceNow or ManageEngine
- ITIL v4 Certified
Desirable Knowledge/Experience:
- Previous experience of supporting IT environments in Manufacturing or supply chain industry
- Experience of working on projects involving site moves
