Job Details: Help Desk Agent III # 74376
| Job Title: | Help Desk Agent III # 74376 |
| Job ID: | 74376 |
| Company: | Siemens SIS |
| Position Type: | Permanent |
| Pay Rate: | Based upon experience |
| Skills: | ITIL, IT Support |
| Date Posted: | Sep-22-08 |
At Siemens IT Solutions & Services, Inc. (http://www.it-solutions.usa.siemens.com), Problem Coordinators demonstrates an ability to interface and consult with all levels of Management and interface with Customer contacts, as a Strategic Business Partner. Each has a proven history of generating outstanding business results.
In this role, you will provide support for issues of moderate to advanced complexity. Your proven ability as a high performer in either the IT Consulting or Outsourcing Industry, will equip you to provide a sort-after level of interaction, as a Business Partner to your customer base.
The shift for this position is:
3rd shift: Sunday -- Wednesday 9:00pm -- 9:30am (4 days -- 46 hours 1st and 3rd week, you will be paid overtime for the six hours) then Sunday - Tuesday 9:00pm to 9:30am (3 days -- 34.5 hours 2nd and 4th week)
In this role, you will:
Basic Function:
• Provide key coordination activities of high severity incidents within the Siemens environment by facilitating conference calls so that outages are properly handled and resolved in a timely manner
• Provide notification, escalation, and communication activities for all major incidents
• Create regular reports providing status of current outages or major incidents
• Work with the problem management team to offer insight into the outages for long-term incident reduction
Major Functions:
• Proactive facilitation and management of major outages and incidents
• Log notes and provide updates on the current status of an outage or major incident
• Follow outage procedures while also having the ability to improvise when procedure are inadequate
• Actively engage the conference call with status, technical, impact, ETA, questions.
• Drive resolution of major incidents through various leadership skills
• Communication with internal and external customers, technical teams, senior management, and other stakeholders.
• Identify, evaluate, prioritize, and escalate customer problems and complaints to appropriate team.
• Analyze customer problems and formulate appropriate resolution steps.
• Coordinate\manage Conference Bridge calls for internal\external customers.
• Utilize all technical resources to solve customer problems
• Monitor/escalate unresolved calls to appropriate support specialist or service group
• Absolutely must be able to do many of the listed tasks simultaneously during peak times.
EDUCATION: Associates degree or 1-2 years of equivalent experience. Technical certifications and ITIL Foundations preferred.
JOB SKILLS: Strong verbal, interpersonal, written, problem-solving, and follow-up skills, ability to perform several tasks simultaneously. A self managed individual with superior communication skills, excellent time management skills and ability to work within a matrix environment.
If you meet the above skill set/experience requirements and are interested in working with a world-class technology company, Apply Today!
Along with the prospect to grow your career with a financially stable, International industry leader, you will also have the unique opportunity to say to your customers, "We're SIEMENS, We Can Do That!"
| Location: [rss] | US-OH-Mason |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Paul Watts |
| Contact Phone: | 866-640-2226 |
| Contact Email: | SiemensSIS@rightthinginc.com |
| URL: | http://https://careers.peopleclick.com/careerscp/client_siemens/external/gateway.do?functionName=viewFromLink&jobPostId=271296&l |
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Contact Comments:
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To Apply to this position, use the following link: https://careers.peopleclick.com/careerscp/client_siemens/external/gateway.do?functionName=viewFromLink&jobPostId=271296&localeCode=en-us |
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Principals only. Recruiters, please do not contact this job poster.
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