Desktop Operations Technician

Purpose:

Troubleshoot and remediate all or any type of issue arising from user base, work with resources within and outside the immediate area to provide a solution, co-ordinate with customers for troubleshooting, suggest technical fixes, develop and maintain user documentation, develop and maintain internal documentation.

Responsibilities:

Constantly monitor and maintain individual ticket queue, resolve standard and non standard desktop issues and requests. Achieve target ticket volumes and SLA’s Maintain the highest level of customer satisfaction Comply with and maintain knowledge of all Desktop group practices, internal and with corporate desktop policies Work with customer base to clearly identify technical difficulties, recommend and implement improvements Update and assist in maintaining internal departmental documentation

Qualifications

Bachelors degree or equivalent industry experience Be expected to continue education and training through self-study. The completion of various courses and certifications as well as the achievement of work performance and productivity goals is required to maintain the position as well as become eligible for further advancement. Possess good written and oral communication skills as well as personal interaction skills. Experienced in managing day-to-day, end-user support demands for break/fix, upgrades and enhancements to client devices. Strong problem solving, troubleshooting and analysis skills are required High personal standards for quality in both services and products are a necessity to ensure that expected service levels are met. Ability to work in a team 3 – 6 years experience

AbbVie is an equal opportunity employer including disability/vets. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person’s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.