Service Desk Specialist

The Service Desk Specialist is the first point of contact for all IT questions within the company. The Service Desk Specialist advises and supports employees with IT related issues as service requests, incidents, problems and changes.

The IT Specialist also deals directly with vendors on hardware warranty/repair and telecom issues.
 

Essential Duties/Responsibilities

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

• Communicate with different departments and liaise between end user and IT colleagues.

• Register and process the tickets within the Darling Ingredients IT Service Management Tool (ITSM) following agreed (ITIL) processes and standard procedures.

• Recognize incidents patterns and drive root cause analysis and corrective action completion to help eliminate disruption of services.

• Create and update work instructions, processes, guidelines & knowledge base articles.

• Support, coach and train end users as well as IT colleagues.

• Install and deliver IT hardware, repair equipment and maintain inventory of spares.

• Linking pin to specialists at 2nd level support.

• All other duties as assigned by management.

• 2+ years' experience supporting IT users, including desktop and laptop systems (Windows 11,Office 365, network setup of workstations), software applications and other network related service

• Other duties as assigned

Minimum Qualifications

• High school diploma or equivalent required.

• Two-year degree in Computer Science OR equivalent work experience required.

• 3+ years' experience administering various IT systems, including desktop and laptop systems (Windows 7; Windows XP, Microsoft Office, anti-virus, network setup of workstations), software applications and other network related service

• Two-year Service Desk experience

Preferred Qualifications

• Bachelor's Degree in related field preferred.
• CompuTIA A+ certification.
• Work well with others in a virtual team environment.
• Highly organized; superior time management skills.
• Exceptional communication skills both written and oral; good customer service skills.
• Self-motivated; self-starter.
• Able to think within well-defined somewhat diversified procedures with many precedents covering most situations and/or readily available assistance. Situations require solution by the discriminating choice between known alternative or require the identification of issues, the application of judgement and the selections of solutions within the area of expertise and acquired knowledge.
• Experienced working with standardized practices and procedures, general work instructions and supervision of progress and results
   

Working Conditions and Physical Demands 

• Position is based in an office environment
• Occasionally exposed to high noise levels, strong odors, varying temperatures, and biohazardous conditions.
• Occasionally travel to off-site locations is required.
• Requires prolonged sitting and movement throughout office/work locations, as well as occasional use of computers and office equipment.
• Must frequently stoop, kneel, crouch, crawl, and climb or balance.
• Must be able to communicate effectively and identify potential workplace hazards.
• Requires the ability to occasionally lift and/or move up to 50lbs.