IT Helpdesk Support

About the role

Provide support across various aspects of the IT environment, working in collaboration with IT Helpdesk, remote infrastructure support teams and applications teams covering PC applications, network connectivity, and Logistics applications. Front line support for the logistics center and 3rd party logistics team outsourced by the client.

Responsibilities

• Resolve IT service issues in a timely manner, with minimal impact to the business and to the customers.
• Problem Management: Working with the IT support teams and outsourced partners to drive ownership e2e, identify and remove the cause of incidents, eliminate recurring incidents, and minimize the impact of critical incidents that cannot be prevented.
• Participate in initiatives aimed at improving the effectiveness of Logistics support. This will include participation in process improvements activities, working closely with business process owners to understand how IT can support the business more effectively and with other IT teams as they develop and enhance applications, services, and infrastructure.
• Coordinate risk assessments with the client's IT Risk Management and Security team for unique Logistics application and hardware.
• Multitask, prioritize workload/issues, and balance multiple problems. The ability to sense and detect repeat/recurring issues and ensure these are visible to the appropriate IT owners. Engage with appropriate Business and IT owners to ensure the problem is resolved.
• Participate in IT new service rollout, software releases, system upgrades, evaluate and install patches, and resolve IT related problems. This may involve working on projects across multiple client sites as changes are prepared and rolled out to supported logistics centers globally.
• Provide initial triage on issues, i.e., observe, assess, and determine the best approach to solving the problem that maximizes employee uptime. Coordinate issue resolution with the Agilent Help Desk and IT Service Line Managers as appropriate.
• Ensure employees and contractors are engaging the standard IT support processes when appropriate and focus on areas where unique value can be added.

Qualifications

• Bachelor’s in computer science, Information Systems, or its equivalent
• At least 5-7 years work experience in a global IT organization
• Experience supporting a logistics operation including infrastructure (PCs, printers, scanners, networks) and applications (SAP)
• Experience working with Office 365 tools (Office, Teams, Delve, etc.)
• Ability to effectively communicate in English, both written and verbal
• Excellent interpersonal skills with the ability to work on complex and globally distributed teams across many time zones
• Strong organizational skills
• Ability to demonstrate the ability to set priorities based on alignment with business goals and strategic direction, define timelines, and deliver to commitments

Skills

• Desktop Management - Infrastructure Services (IS)
• Logistics - Cargo Management
• Office 365 Administration
• IT IS Service Desk Process Management