Date: 19 Sep 2024
Location: Athlone, L, IE
Company: Teleflex
Position Summary
Job Purpose: To be part of Teleflex’s Global Service Support team, providing World Class IT Service to 10,000+ users across multiple sites. Working to our core values and supporting our mission statement: “Provide information technology solutions to benefit our customers and increase the value of Teleflex”.
Principal Responsibilities
* Using Remedy the ITSM tool, to track, manage and troubleshoot all incidents in accordance with the established IT procedures and policies.
* Making an initial assessment of requests, identifying problems, resolving or escalating issues and providing accurate resolutions to decrease call backs.
* Prioritizing outstanding issues and managing user expectation. Workaround identification and testing.
* Escalating high/critical priority issues using established guidelines and understanding the business impact of critical incidents.
* Monitoring and escalating issues relative to the appropriate SLA including 2nd, 3rd or expert level support.
* Keeping customers informed on request status, coordinating second and third line support solutions. Closing incidents and confirming resolution with the customers.
* On-site and remote 1st level technical support. Installing, configuring and supporting applications, setting up and supporting hardware peripherals.
* Troubleshooting MS Office applications including but not limited to Outlook, Word, PowerPoint, and Excel.
* Preparing and submitting audit reports to management.
* Application Administration, account creation and management in accordance with IT General Controls.
* Documenting and maintaining Service Desk procedures.
* Taking over miscellaneous projects in addition to regular Service Desk duties and working in collaboration with other groups within the Global IT organization.
* General IT administration tasks, good documentation skills to ITIL standards.
Education / Experience Requirements
* Excellent Customer Service approach in providing a World class IT Service.
* Diploma or 3rd Level Degree in IT/ Microsoft Certifications/ITIL Foundation preferred.
* Minimum 3 Years work experience in an IT Service Operations or Service Support environment, with experience of MS Active Directory environment.
* Experience supporting Microsoft Office applications (Outlook, Word, Excel, and Power Point).
* Active Directory administration, ITSM, Remote Control tools and SAP experience is preferred.
* User support experience with proven customer focus.
* Experience of prioritizing workload and ability to work on own initiative.
* Good judgment and problem-solving ability; capable of understanding the impact of issues on both Teleflex and their customers.
Specialized Skills / Other Requirements
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