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IT Service Desk Specialist III

Date: Aug 13, 2019

Location: Memphis, TN, US, 38197

Company: International Paper

What if you were given the opportunity and responsibility to make a difference? It is time to embrace your Infinite Possibilities. This is your opportunity to be part of International Paper, a Fortune 500 company and global leader in paper and packaging products. IP is known for our commitment to the environment and to cutting-edge technology. We have spent more than 100 years creating new ideas, and we are looking for people who can collaborate to help us build on our history, while creating future success. We are committed to attracting, preparing, promoting and supporting our teams. At International Paper, you control your destiny. We offer benefits, challenges, global opportunities and total rewards. When we say Infinite Possibilities, we mean it.

 

PURPOSE:

The ITSD Specialist III provides technical support and incident management to users of IT systems and peripheral equipment company wide.  The ITSD Specialist is responsible for receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents involving hardware, software, applications, networking or products on the IT standards list.   The ITSD Specialist resolves as many IT incidents as appropriate; such first-call resolution minimizes the impact and cost of IT problems to the company and increases personal productivity for customers.

 

The primary responsibilities, actions and outputs include:

  • Key Customers
    • All end users
    • Service Prvider Organizations
    • BIM/PIM grups
    • Facilities
    • Applicatins Development Groups
    • ITSD Specialist
    • ITSD Team Leads
  • Key Outputs
    • Maintain ITSD standards fr current metrics
    • AskIT updated
    • Serve as a resurce to ITSD specialist
    • Serve as liaisn to internal development groups (ITAM, BW, RADS, etc)
    • Act as escalatin point as needed (with ITSD Specialist, customers and vendors)

 

KEY ACCOUNTABILITIES:

  • Provide dedicated IT incident resolution and management services 24-7 to customers by receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents.
  • Resolve IT incidents using the knowledgebase, minimizing the impact and cost of IT changes/problems to the company.
  • Effectively utilize and demonstrate the use of tools such as the SDM, Aurora, ASKIT, IT On-call and Centre Vu to manage call volume, ticket resolution and individual and team performance.
  • Facilitate ITSD Deskride sessions with Business IT and Support Group contacts.
  • Participate in special projects or activities when required (change mgmt, recognition team, ticket distribution, etc).
  • Serve as backup for the ITSD trainer when required, creating, editing and reviewing/approving ASKIT articles for ITSD and IT Support groups.
  • Is flexible; shifts are subject to change.
  • Punctuality; is ready to take calls at scheduled times.
  • Consistently meet or exceed stringent individual and team performance metrics:
    • Team
      • ASA (Average speed of answer)
      • Abandon rate
    • Individual
      • Individual Overall Resolve rate
      • In Scope Resolve rate
      • Customer satisfaction rating
      • Blank ITSD codes in SDM
      • Misdirects
      • % of Customer Contacts Handled

 

KEY CHALLENGES:

The external environment, including technology, competition, markets:

  • Constant change in technology
  • Remaining current with key technologies and trends
  • Higher industry standards for Help Desk critical items

 

The internal environment, including interaction with others, (both inside and outside the company) policies/practices:

  • Understanding and communication
  • Ability to explain the ITSD resource planning model
  • Enforcing standards and maintaining the environment for ease of support

 

The work itself, e.g., problems, opportunities, change:

  • Complete understanding, execution and responsibility ITSD Specialist function
  • Meeting unique and independent service provider, customer, and user challenges

 

SCOPE:

  • The position has influence over the entire ITSD organization at a sustain level
  • The position has influence over the processes provided by service provider and support organizations
  • This position benefits International Paper businesses and ITSD by providing a standard resource planning and reporting process which supports the business/user needs, while continuing to drive work to the lowest cost service organization

 

KNOWLEDGE AND EXPERIENCE:

  • Bachelors degree or technical certification preferred
  • Multi-language preferred
  • Customer Service experience preferred

 

COMPETENCIES:

  • Approachability
  • Conflict Management
  • Time Management
  • Drive for Results
  • Problem Solving
  • Action Oriented
  • Decision Quality
  • Dealing with Ambiguity
  • Learning on the Fly
  • Customer Focus
  • Priority Setting
  • Accuracy
  • Informing
  • Perseverance
  • With limited general supervision
  • Communicate effectively with all levels in the corporation

 

COMMENTS:

This position is located in Memphis, TN with limited travel expected

 

International Paper is an Equal Opportunity Employer - Minorities/Females/Individuals with Disabilities/Veterans.

Memphis TN 38197 


Nearest Major Market: Memphis

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