IT Service Desk Specialist

About the job

Description

International Paper (NYSE: IP) is a leading global supplier of renewable fiber-based products. We produce corrugated packaging products that protect and promote goods, and enable worldwide commerce, and pulp for diapers, tissue and other personal care products that promote health and wellness. Headquartered in Memphis, Tenn., we employ approximately 38,000 colleagues globally. We serve customers worldwide, with manufacturing operations in North America, Latin America, North Africa and Europe. Net sales for 2021 were $19.4 billion. In Russia, we have a 50/50 joint venture, Ilim Group, the country’s largest integrated manufacturer of pulp and paper. Additional information can be found by visiting InternationalPaper.com.

Purpose

The ITSD Specialist III provides technical support and incident management to users of IT systems and peripheral equipment company wide. The ITSD Specialist is responsible for receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents involving hardware, software, applications, networking or products on the IT standards list. The ITSD Specialist resolves as many IT incidents as appropriate; such first-call resolution minimizes the impact and cost of IT problems to the company and increases personal productivity for customers.

The Primary Responsibilities, Actions And Outputs Include

  • Key Customers
    • All end users
    • Service Provider Organizations
    • BIM/PIM groups
    • Facilities
    • Applications Development Groups
    • ITSD Specialist
    • ITSD Team Leads
  • Key Outputs
    • Maintain ITSD standards for current metrics
    • AskIT updated
    • Serve as a resource to ITSD specialist
    • Serve as liaison to internal development groups (ITAM, BW, RADS, etc)
    • Act as escalation point as needed (with ITSD Specialist, customers and vendors)

Key Accountabilities

  • Provide dedicated IT incident resolution and management services 24-7 to customers by receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents.
  • Resolve IT incidents using the knowledgebase, minimizing the impact and cost of IT changes/problems to the company.
  • Effectively utilize and demonstrate the use of tools such as the SDM, Aurora, ASKIT, IT On-call and Centre Vu to manage call volume, ticket resolution and individual and team performance.
  • Facilitate ITSD Deskride sessions with Business IT and Support Group contacts.
  • Participate in special projects or activities when required (change mgmt, recognition team, ticket distribution, etc).
  • Serve as backup for the ITSD trainer when required, creating, editing and reviewing/approving ASKIT articles for ITSD and IT Support groups.
  • Is flexible; shifts are subject to change.
  • Punctuality; is ready to take calls at scheduled times.
  • Consistently meet or exceed stringent individual and team performance metrics:
    • Team
      • ASA (Average speed of answer)
      • Abandon rate
    • Individual
      • Individual Overall Resolve rate
      • In Scope Resolve rate
      • Customer satisfaction rating
      • Blank ITSD codes in SDM
      • Misdirects
      • % of Customer Contacts Handles:

Key Challenges

The external environment, including technology, competition, markets:

  • Constant change in technology
  • Remaining current with key technologies and trends
  • Higher industry standards for Help Desk critical items

The internal environment, including interaction with others, (both inside and outside the company)

Policies/practices

  • Understanding and communication
  • Ability to explain the ITSD resource planning model
  • Enforcing standards and maintaining the environment for ease of support

The Work Itself, E.g., Problems, Opportunities, Change

  • Complete understanding, execution and responsibility ITSD Specialist function
  • Meeting unique and independent service provider, customer, and user challenges

Knowledge And Experience

  • Bachelors degree or technical certification preferred
  • Multi-language preferred
  • Customer Service experience preferred
  • Consistent demonstration of the appropriate Key Competencies, including:
    • Approachability
    • Conflict Management
    • Time Management
    • Drive for Results
    • Problem Solving
    • Action Oriented
    • Decision Quality
    • Dealing with Ambiguity
    • Learning on the Fly
    • Customer Focus
    • Priority Setting
    • Accuracy
    • Informing
    • Perseverance
  • Demonstrated competence to work:
    • With limited general supervision
    • Communicate effectively with all levels in the corporation

International Paper is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.protected veteran status, age, or any other characteristic protected by law.

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