Service Desk L1 Administrator

at  Teleflex

POSITION SUMMARY

Job Purpose:
To be part of Teleflex’s Global Service Support team, providing World Class IT Service to 10,000+ users across multiple sites. Working to our core values and supporting our mission statement: “Provide information technology solutions to benefit our customers and increase the value of Teleflex”.

EDUCATION / EXPERIENCE REQUIREMENTS

• Excellent Customer Service approach in providing a World class IT Service.
• Diploma or 3rd Level Degree in IT/ Microsoft Certifications/ITIL Foundation preferred
• Minimum 3 Years work experience in an IT Service Operations or Service Support environment. With experience of MS Active Directory environment.
• Experience supporting Microsoft Office applications (Outlook, Word, Excel, and Power Point).
• Active Directory administration, ITSM, Remote Control tools and SAP experience is preferred
• User support experience with proven customer focus.
• Experience of prioritizing workload and ability to work on own initiative
• Good judgment and problem-solving ability; capable of understanding the impact of issues on both Teleflex and their customers

• Using Remedy the ITSM tool, to track, manage and troubleshoot all incidents in accordance with the established IT procedures and policies
• Making an initial assessment of requests, identifying problems, resolving or escalating issues and providing accurate resolutions to decrease call backs.
• Prioritizing outstanding issues and managing user expectation. Workaround identification and testing.
• Escalating high/critical priority issues using established guidelines and understanding the business impact of critical incidents.
• Monitoring and escalating issues relative to the appropriate SLA including 2nd, 3rd or expert level support.
• Keeping customers informed on request status, coordinating second and third line support solutions. Closing incidents and confirmaing resolution with the customers.
• On-site and remote 1st level technicial support. Installing, configuring and supporting applications, setting up and supporting hardware peripherals.
• Troubleshooting MS Office applications including but not limited to Outlook, Word, PowerPoint, and Excel.
• Preparing and submitting audit reports to management.
• Application Administration, account creation and management in accordance with IT General Controls.
• Documenting and maintaining Service Desk procedures.
• Taking over miscellaneous projects in addition to regular Service Desk duties and working in collaboration with other groups within the Global IT organization.
• General IT administration tasks, good documentation skills to ITIL standards.