Help Desk Support Specialist - Refresco NA : Job Details

** Help Desk Support Specialist**

**Job Category****:** Information Technology **Requisition Number****:** HELPD03605 Showing 1 location **Job Details**

**Description**

The Helpdesk Support Specialist I is a customer facing role that strives to deliver superior trouble shooting and timely problem resolution to end-users across Refrescos global enterprise. This position is responsible for proactively handling incoming telephone, email, IM, and self-service generated incident requests ranging from users experiencing technical difficulties with hardware and software to system related problems, internet latency and/or access requests for new hires, access changes for existing users or termination requests

**Essential Functions:**

* 24x7 Helpdesk support for Canada, Mexico, USA and locations; support is scheduled based on rotating coverage including on-call and after hours

* Reporting Global Outages, and communicating to appropriate management and Tier 2 Technical Services team

* Creation and management of tickets within Helpdesk ticketing tool as well as use of knowledge base to triage reported incidents

* Call logging and monitoring open tickets to resolution

* First call respondent and troubleshooting for resolution

* Call dispatching to Technical Services team if field service support is required

* Security and system access support for third party applications in use among the global Operations, Manufacturing and Finance organizations such as Office365, CC+I, Blackline, Hyperion

* 24x7 operational Tier 1 support for network, servers, workstations and alert responses

* VPN access to enable remote user connectivity to Refresco systems

* Break/fix Tier 1 diagnostics for data network incidents including routers, switches, wireless access points, software, Telco circuits and general connectivity issues

* Break/fix Tier 1 diagnostics for voice network incidents including, Voicemail, and Polycom VoIP phones

* Distribution and installation of software on end-user equipment when required

* Engineering, management and configuration of all network elements to address access change requests for existing employees, new hire access and termination requests as well as other business requirements

* Ticket monitoring, resolution, and/or escalation when required of received/submitted requests

**Required Skills and Competencies:**

* Sense of urgency and ability to quickly assess, diagnose and resolve reported problems

* Proven customer service skills

* Effective ticket documentation and communication skills

* Knowledge of Windows current systems

* Experience with remote connection tools,

* Desired (not required) bi-lingual in Spanish

**Proficiency Level:**

* Possesses beginning to working knowledge of subject matter. Performs work under direct supervision. Handles basic issues and problems and refers more complex issues to higher-level staff

**Education and Experience:**

* 0-2 years experience in Helpdesk support

* High School diploma or equivalent

**Working Conditions:**

* **Physical Demands** Continuously sitting for prolonged periods, as the job is administrative in nature.

* **Visual/Sensory** This position requires attention to detail, requiring attention with one or two senses at a time.

* **Work environment** Work and environment fasted paced, requiring ability to remain focused under pressure.

* **Mental Stress** There is pronounced pressure from deadlines, project management, accuracy or similar demands.

**Other Duties:**

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**