Service Desk Specialist I

Service Desk Specialist I

The Service Desk Specialist will be responsible for responding to a wide range of incidents and requests via phone and online channels. These requests vary from troubleshooting Grainger-supported applications to Grainger's infrastructure that enables Grainger business worldwide. They must diagnose, classify, resolve, or delegate. This work must be completed while providing superior customer service to the internal team members.

These efforts include but are not limited to the following:

• Discovering, probing, researching, and resolving issues that have the potential to be complex and business impacting.
• Owning issues to completion.
• Assisting business partners with larger projects.
• Additional assignments as directed by the SSC leadership.

Supported systems include:

• Windows 10/11 Software and Hardware.
• Laptop and Desktop Hardware Troubleshooting.
• Office 365 Application Support.
• Password Management.
• VPN Troubleshooting.
• Okta Software.
• Printers and Other External Hardware.
• Middleware Applications.
• iPhones, iPads, and Android/RF Devices.
• Web Applications.
• Security Access Applications.
• Okta.
• Active Directory.

The Service Desk Specialist will follow all Grainger and department business procedures and policies in a professional manner. They will support and contribute to company and department business objectives. Provides superior support for a wide variety of issues from field and corporate business units. Resolve 70% of phone calls by providing in-depth investigation, analysis, and troubleshooting for a wide variety of hardware and software issues.

The Support Tools they will utilize include:

• Remote Access / Control.
• Teams.
• Intranet.
• Knowledge Articles.
• Service Now.

Demonstrate solid verbal, listening, and written communication skills to document incidents with clear, concise details of all steps taken to troubleshoot and resolve or delegate calls. Utilize all resources for complex issues while interacting with callers to resolve incidents. Identify problems that impact multiple end users and escalate to the next level in a timely manner. Proactively review all Quality Monitoring Feedback to ensure superior, consistent, quality service to the end-user. Actively participate, respond, and develop based on feedback provided in coaching sessions. Stay current on all updates to procedures, systems, references, and resources via email, intranet, and knowledgebase systems. Proactively monitor phone activity via Dashboard and Cisco software to ensure sufficient phone coverage. Perform additional and ad hoc tasks that are in alignment with the department's business objectives and suggest ways to improve team performance. Add innovative solutions to the department knowledgebase system. Promote teamwork by mentoring, sharing knowledge and information, and by assisting other analysts with technical issues.

Position Requirements:

• This position is designed to foster career progression; therefore, alignment with your Individual Development Plan (IDP) is strongly encouraged.
• One to two years of practical Service Desk/Help Desk Support providing superior Customer Service.
• PC literate.
• Knowledge of remote assistance.
• Ability to adapt to changing business processes, technologies, and environments.
• Ability to absorb & present complex ideas quickly and accurately.
• Excellent verbal and written communication skills providing support to internal team members.
• Excellent time management and organization skills.
• Strong analytical and problem-solving skills.
• Demonstrated strong interpersonal and customer service skills.
• Bilingual language skills a plus.
• Office Suite (Word, Excel, Power Point, etc.) knowledge preferred.
• CompTIA A+ Preferred.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment. If you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.