As an IT Help Desk Support Specialist, you will resolve software and hardware issues of IDEXX employees around the globe. You will troubleshoot and restore technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms.
In current circumstances you will not have in-person contact with customers, you will assist them via email, chat and ticket system. Two days a week you will work from the office with hardware and 3 days from home.
We are Global Help Desk, our mission is to provide a professional customer-focused, single point of contact for IT support and advice within our big IDEXX family. We strive to deliver exceptional customer service and support more than 350 applications including Salesforce, SAP, and Office 365. We are located in 10 locations spread over 7 countries and speak 7 languages although English is the main working language.
In this role:
You provide remote IT support while monitoring requests via our ticketing system, email, and chat.
You analyze the cause of the issues and develop checklists for typical problems.
You document issues and resolution on the tracking system.
You use your expertise to recommends procedures and controls for problem prevention and to set clear and reasonable expectations for resolution and time frame.
You receive hardware and software, image, and set up new and reconfigured personal computers.
You share problem resolutions and unique cases with the team to grow the information knowledge base and improve policies and procedures.
You collaborate with hardware and software vendors on products, support and troubleshooting.
What You Will Need to Succeed:
You have practical education in IT field and a couple of years of experience at IT Helpdesk in an international environment.
You have computer aptitude and ability to diagnose and troubleshoot software and hardware problems.
You excel at customer service, have strong interpersonal skills, good telephone etiquette and can maintain a high level of customer trust and confidence.
You truly enjoy helping people.
You are good at organizing your work and managing time.
You have excellent analytical and problem-solving skills.
You are a strong communicator both in writing and verbally. You are fluent in English and can hear English across multiple accents. Other languages will an advantage.
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 9,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.
Has developed specialized skills through job-related training and considerable on-the-job experience.
Work typically involves technical skills and/or administrative duties within standard operating procedures and/or scientific methods.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.