Service Desk Technician

at  MARKEN

JOB DESCRIPTION:

A Service Desk Level 1 (L1) Technician plays a crucial role in providing technical support and assistance to end-users within an organization. The primary responsibility of an L1 Technician is to resolve basic technical issues and provide timely and effective solutions to ensure minimal disruption to the organization’s operations.

QUALIFICATIONS:

• High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication and customer service skills.
• Familiarity with common operating systems (e.g., Windows, macOS) and office productivity software.
• Basic knowledge of networking concepts and hardware components.
• Ability to adapt to new technologies and learn quickly.
• ITIL Foundation certification is a plus but not mandatory.
• Service Now knowledge is preferred.
  Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production.

• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Incident Logging: Accurately log and categorize incidents and service requests in a ticketing system, SERVICE NOW, ensuring all relevant information is captured.
• Issue Triage: Assess and prioritize incidents and service requests based on their impact and urgency, escalating critical issues to higher-level support teams when necessary.
• Basic Troubleshooting: Provide basic technical support and troubleshooting assistance for common hardware and software issues, including password resets, software installations, and printer problems.
• Aim to provide FCR (First contact resolution) and SDR (same day resolution while adhering to SLAs.
• Documentation: Maintain accurate records of incidents, solutions provided, and frequently encountered issues, contributing to a knowledge base for future reference. Write KBAs.
• Keep virtual stock rooms up to date and make sure assets are properly managed and deployed.
• User Training: Assist end-users in using various IT tools and applications, offering guidance and basic training when required. Share resources with end user.
• Remote Support: Offer remote assistance to end-users by using remote desktop tools to troubleshoot and resolve issues.
• Hardware Support: Diagnose and assist with hardware-related problems, such as connectivity issues, peripheral malfunctions, and hardware replacements.
• Software Support: Troubleshoot and resolve software-related issues, including application errors, compatibility problems, and license management.
• Security Awareness: Promote and enforce IT security policies and procedures, educating end-users about best practices to minimize security risks.
• Communication: Maintain clear and effective communication with end-users, keeping them informed about the status of their incidents and service requests. Must be able to read and write English with proficiency.
• Team Collaboration: Collaborate with other support teams (L2, L3) and departments to ensure seamless problem resolution and maintain a high level of customer satisfaction.
• Continuous Improvement: Suggest improvements to existing processes and procedures to enhance the efficiency and effectiveness of the Service Desk.