What are the responsibilities and job description for the Premium Service Desk Technician position at Compucom?
Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Premium Service Desk Technician to join our team.
This role supports the Markets Trading & Investment Banking businesses globally, working in a dedicated team of Service Desk support analysts. The individual needs to be able to demonstrate the willingness to learn quickly and understand the environment they support. The individual will be part of a team and be expected to support approximately 30,000 users with over 30,000 desktops, laptops, and virtual machines. The Premium Service Desk currently provides coverage 24x7 and implements a follow the sun model between Belfast and San Antonio. The shift pattern includes a regular weekend rotation in support of our clients and other service desk projects. A combination of 1st line resolutions over the phone as well as efficient 2nd line incident management techniques are needed to evaluate and implement changes across the Desktop environment and infrastructure it uses. The individual needs to have a good understanding of the dynamics of a busy and demanding support environment. They must be able to deal with all levels of individual in a fair and professional manner, coupled with the confidence to adhere to agreed procedures to avoid unwarranted risks. This role will suit someone who has a good support background alongside strong people management skills.
This role supports the Markets Trading & Investment Banking businesses globally, working in a dedicated team of Service Desk support analysts. The individual needs to be able to demonstrate the willingness to learn quickly and understand the environment they support. The individual will be part of a team and be expected to support approximately 30,000 users with over 30,000 desktops, laptops, and virtual machines. The Premium Service Desk currently provides coverage 24x7 and implements a follow the sun model between Belfast and San Antonio. The shift pattern includes a regular weekend rotation in support of our clients and other service desk projects. A combination of 1st line resolutions over the phone as well as efficient 2nd line incident management techniques are needed to evaluate and implement changes across the Desktop environment and infrastructure it uses. The individual needs to have a good understanding of the dynamics of a busy and demanding support environment. They must be able to deal with all levels of individual in a fair and professional manner, coupled with the confidence to adhere to agreed procedures to avoid unwarranted risks. This role will suit someone who has a good support background alongside strong people management skills.
- Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console
- Directly assist clients with any end-user issue for general faults, request identification and resolution
- Support customer with non-fault related requests e.g. software installations, data and application access, including setting up for new hires for technology requirements
- Function as part of a complete service team providing the solution most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them
- Regularly identify repetitive faults through communication with other groups and statistics available from Problem Management systems Investigate and implement permanent fixes
- Liaise with business areas providing guidance and solutions; identify technology enhancements pro-actively with a view to improving day-to-day productivity
- Contribute to documentation as required
- Technology Essential
- MS Office 365
- Windows 11 Desktop
- OSMS Outlook / Exchange
- Good Understanding of TCP/IP/DHCP/DNS Networks
- Corporate Mobile Devices BYOD
- O365 Mobile Suite
- VDI (Virtual Desktop Infrastructure)
- Active Directory MS SCCM
- Market Data (Reuters, Bloomberg, Factset, etc...) experience
- Helpdesk / Call Management system
- Bachelor’s Degree (preferred) or 5 years of equivalent work experience, High School Diploma/GED required
$25.00 - $26.00 per hour
Our benefits include:
Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans
Our benefits include:
Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans
Salary : $25 - $26
