Desktop Systems Specialist - BT Global Support

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

Join our team and experience Workday!
It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun!
The Desktop Systems Specialist, End User Services, will join our Business Technology (BT) organization focusing on delivering exceptional service every time to everyone. In this role, you will be responsible for the day-to-day technical support onsite and virtually for remote users. You have a high sense of can-do attitude and superior customer service. You will use technical experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, service improvements and provide an overall stellar end user (Workmate) experience.

About the Role

People

• Provide outstanding customer service to all Workmates globally face-to-face, via chat and over the phone.

• Provide regular updates to the Workmates on the incident or request tickets raised.

• Provide executive level “white glove” service support.

• Provide support to local site and other regional sites.

• Educate new hires on software and technology related procedures to secure a swift onboarding process.

• Engage with site leadership to Identify emerging trends or issues that have opportunities for improvement.

• Working knowledge of Active Directory and basic AD administration

• Develop positive relationships with Workmates of all levels across Workday

• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, often with competing priorities.

• Flexible and adaptable to a high-change environment and open to new concepts and/or processes.

Process

• Assist Workmates through the new hire onboarding process ensuring that the new team member is able to login to equipment successfully and provide initial computer setup guidance.

• Perform Incident management and break-fix support, solve hardware issues assigned, resolve and/or escalate issues that are unable to resolve. 

• Create policy and knowledge base articles to enable and support customers.

• Take corrective action on issues identified with hardware to restore such hardware to operating status. 

• Perform set-ups, break-downs, and transport hardware, such as monitors and laptops on an as-needed basis for new and existing Workmates. 

• Assist logistics team with shipping and provisioning of hardware to remote sites.

• Keep track of hardware inventory and perform regular cycle counts to ensure accountability of all hardware.

• Coordinate the restocking of hardware inventory with the logistics team.

• Review, update, and/or create new internal procedures to improve current processes and elevate customer experience

• On-call 24x7 rotation support will be required.

• 20% travel may be required.

Technology

• Ensure new hires have a smooth and stellar technology-related experience: devices, peripherals, provisioning, and training as applicable so all new Workmates are productive on day one.

• Support Workmates on applications and collaboration tools within the environment including but not limited to Outlook, Google, Slack, RSA, Okta, Zoom on MAC and Windows OS.

• Support AV services for events and meetings onsite and virtually, including executive and customer facing events.

• Perform break-fix resolutions for AV software and/or hardware. 

• Support training room technology onsite which includes Chromeboxes hardware and connecting through VDI (Virtual Desktop) and AV technology.

• Troubleshoot other IT related hardware in-office, such as printers.

• Set up mobile phone email, VPN, and internet access for Workmates, via a secured Workday network.

• Troubleshoot network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.

• Leverage DEX tools for proactive support and automation.

About You

Basic qualifications

• 3+ years of experience with multi-OS platforms (Windows, OSX, Mobile)

• 3+ years of experience with Audio Visual Support

• 5+ years of equivalent work experience in Computer Science, Information Systems, or a related field

Other qualifications

• Proven customer service experience and inviting personality, with customer first thinking

• Proven communication, presentation, and influencing skills

• Strong problem solving and critical thinking skills

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: USA.NY.New York City

Primary Location Base Pay Range: $90,700 USD - $135,900 USD

Additional US Location(s) Base Pay Range: $74,500 USD - $135,900 USD

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!