Service Desk Intern
Central Garden & Pet, Walnut Creek, CA, United States
Description
Central Garden & Pet Company is a leading innovator, marketer and producer of quality branded products for the pet, lawn and garden supplies markets. Our Corporate IT department is seeking a Service Desk Intern to work in our Walnut Creek, CA location. This position is best suited for a person who is outgoing, has excellent communications skills, enjoys and works well in a team environment, and likes helping people. This position provides operational support for Enterprise desktops and other client technologies.
Responsibilities
Answer in-bound phone calls and document the calls in the ticket management system.
Continually monitor the Service Desk queue in the ticket management system for new tickets created via email.
Review, categorize and prioritize calls using established processes.
Gather additional information when necessary to allow for the efficient resolution of issues by Tier 2 and administrative resources.
Route calls to other teams when necessary.
Follow established processes to resolve technical issues and service requests including but not limited to:
Password resets and account unlocks
Software installation
Printing
Multifactor authentication
Service Catalogue information requests
Configuration of Mobile Device Management software
Basic Office 365/Sharepoint support
The above statements describe the general nature & level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and additional responsibilities may be assigned.
Ideal Candidate Attributes
Basic analytical and problem‑solving skills.
Demonstrated ability to effectively communicate by phone.
Demonstrated writing ability.
Basic organizational and time‑management skills.
Customer service skills.
Diplomacy in dealing with conflict resolution.
PC hardware & software and mobile device proficiency (Windows 10, Office 365, iOS, Android).
Ability to lift/move computers, peripheral equipment and supplies (≤ 50 Lbs).
Education and Experience
High School Diploma or GED.
Work Environment
This position is required to work in the office 5 days per week.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
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Central Garden & Pet Company is a leading innovator, marketer and producer of quality branded products for the pet, lawn and garden supplies markets. Our Corporate IT department is seeking a Service Desk Intern to work in our Walnut Creek, CA location. This position is best suited for a person who is outgoing, has excellent communications skills, enjoys and works well in a team environment, and likes helping people. This position provides operational support for Enterprise desktops and other client technologies.
Responsibilities
Answer in-bound phone calls and document the calls in the ticket management system.
Continually monitor the Service Desk queue in the ticket management system for new tickets created via email.
Review, categorize and prioritize calls using established processes.
Gather additional information when necessary to allow for the efficient resolution of issues by Tier 2 and administrative resources.
Route calls to other teams when necessary.
Follow established processes to resolve technical issues and service requests including but not limited to:
Password resets and account unlocks
Software installation
Printing
Multifactor authentication
Service Catalogue information requests
Configuration of Mobile Device Management software
Basic Office 365/Sharepoint support
The above statements describe the general nature & level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and additional responsibilities may be assigned.
Ideal Candidate Attributes
Basic analytical and problem‑solving skills.
Demonstrated ability to effectively communicate by phone.
Demonstrated writing ability.
Basic organizational and time‑management skills.
Customer service skills.
Diplomacy in dealing with conflict resolution.
PC hardware & software and mobile device proficiency (Windows 10, Office 365, iOS, Android).
Ability to lift/move computers, peripheral equipment and supplies (≤ 50 Lbs).
Education and Experience
High School Diploma or GED.
Work Environment
This position is required to work in the office 5 days per week.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
#J-18808-Ljbffr