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IT Service Center (ITSC) Agent in Chicago, IL at Morton Salt

Date Posted: 7/23/2019

Job Snapshot

  • Employee Type:
  • Location:
    Chicago, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The IT Service Center (ITSC) Agent is member of the Global Help Desk, which is the first point of contact for users seeking assistance with the K+S IT Platform.  ITSC Agents provide first level support solutions supported by a knowledge base. When solutions are not found at the ITSC level, Agents will provide appropriate documentation within a ticket of the event and the steps taken so far.  The ticket will then be routed to second or third level IT teams for a solution.  The ITSC Agent tracks all tickets during their lifecycle to push for resolution within SLA.  The ITSC is the communication hub for IT service disruptions assuring all parties are informed as required. 

Responsibilities First Level Support
First point of contact for users seeking assistance with the IT platform across the K+S family of companies
Perform remote troubleshooting through diagnostic and pertinent questions
Determine the best solution based on the issue and details provided by user
Walk users through problem solving process
Direct unresolved issues to second and third level support, assuring excellent documentation is recorded in ticket
Record events and their resolutions in the ticket system
Follow-up and update users with status information
Contributes to the IT Knowledge Base & IT FAQ
Participates in training provided for second and third level on First Level Support solutions
Identifies additional support opportunities and triggers knowledge request from second and third level teams
Participates in the Incident Management and Major Incident Management Process and achieves SLA’s for this process
Triggers Problem Tickets for recurring problems
Communicates within IT and to the business related to disruptions for IT services

Qualifications Required:
Bachelor's Degree or 3 years of experience in Call Center/Help Desk or Desktop Support
In addition to English, ability to fluently speak one of the following languages: Spanish, French, Portuguese or German
Initiative to identify and recommend IT process improvements
Analytical and problem-solving skills
Provides superior customer service to users and peers even in high stress situations
Strong communication, organization and interpersonal skills
Excellent documentation/written skills to support required ticket and knowledge base documentation
Solution and quality orientated attitude
Ability to match resources to technical issues appropriately
Willingness to do shift and weekend work as needed
Fundamental skills in the MS Office Suite of Products (Outlook, Word, Excel, Project, Skype, etc.)
SAP Knowledge
Experience using Remedy or Service Now ITSM tools
Training/Certification in ITIL