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Purpose Statement: Provide level two support for users to determine problems and resolutions, Provides technical support to Plexus global user community while ensuring that applications, systems, networks and technologies are available and functioning in support of business processes. Collaboration with other IT personnel, vendors and business personnel to identify and resolve issues as well as provide effort to technology projects that promote the Plexus philosophy and business objectives.
Key Job Accountabilities:
- Proactively monitor and assist in responding to calls, tickets, emails and other official communication channels to ensure quality of service to stakeholders are maintained, customer service excellence is practiced and performing in-depth troubleshooting as a senior agent and working with any IT resolvers achieve issue closure where more junior members are unable to perform.
- Proactively monitors progress of the Service Desk ticket queue to ensure the team is performing timely processing of incidents and request tickets, escalating for help as necessary.
Contribute to performance improvements in call, ticketing and changing processes to ensure instructions are up to date and timely with changing system or business requirements based on call and ticketing KPI data. - Review call data, ticketing data and all incidents for reporting out and planning purposes on a scheduled basis.
Perform data gathering as requested by management or stakeholders for continuous improvements. - Monitor and review recurring issues in ticketing system, applications or escalations and propose improvements to reduce repetitive KTLO (routine work) for the Service Desk team or IT resolvers.
Establish new procedures/standard work for the Service Desk where there is none identified. - Provide senior level problem analysis, problem determination, and problem resolution for IT systems.
[APAC only] Work in scheduled work patterns to provide 24x7 operation support and standby during pre-arranged off hour schedule to backup absent team members from time to time.
Education/Experience Qualifications:
- A minimum of a Bachelor’s degree is required; a Bachelor’s degree in Information Technology is preferred.
- Typically requires a minimum of 2 - 4 years of related experience.
Other Qualifications:
- N/A
Physical Requirements:
- Professional office environment with suitable lighting, comfortable temperatures, and low noise level. May require prolonged periods of sitting at a desk, using a computer, and other office equipment. Minimal physical activity is generally involved, emphasizing the importance of good posture and ergonomic workplace arrangements.
Travel Requirements:
- N/A
This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.
