POSITION SUMMARY:
The role will handle daily operations such as user management, license allocation and functional support, escalating more complex issues to the relevant team members or third-party technology partners, as needed.
ESSENTIAL FUNCTIONS:
- Provide first-line technical support for software, and application-related issues through Helix (ITSM Tool).
- Log all service desk calls and tickets accurately in Helix (ITSM Tool) ensuring detailed information is captured.
- Identify, diagnose, and resolve issues, escalating to second/third-line support when necessary.
- Assist with queries and issues related to specific applications and software used by the organization.
- Provide end-user guidance on application functionality, configuration, and usage.
- Offer guidance and training to users on basic IT and application-related queries.
- Provide excellent customer service by ensuring issues are resolved in a timely and professional manner.
- Assist with user account creation and permissions management.
- Maintain accurate and up-to-date documentation of solutions and processes.
- Contribute to the knowledge base by documenting common issues and resolutions for future reference.
- Liaise with other support teams and departments to ensure seamless service delivery.
- Communicate clearly and effectively with users at all levels of technical proficiency.
- Provide feedback to management on recurring issues and suggest improvements to IT services and processes.
EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:
- Experience in troubleshooting and supporting both physical and logical infrastructure
- Good knowledge of macOS and Apple hardware
- Strong verbal and written communication skills.
- Ability to explain technical issues to non-technical users in a clear, patient manner.
- Analytical thinking and troubleshooting skills with a focus on delivering solutions.
- Ability to quickly diagnose and prioritize issues based on business impact.
- Strong focus on customer satisfaction and providing high-quality service.
- Patience, empathy, and a positive attitude when dealing with user concerns.
- Previous experience in a service desk or application support role.
- Knowledge of ITIL practices or certification.
- Experience with service desk software such as Helix or equivalent tools.
SHIFT SCHEDULE
Early Shift - 1:30pm - 9:30pm, Mid Shift - 3pm - 11pm
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What We Do
Interpublic (NYSE: IPG) is a values-based, data-fueled, and creatively-driven provider of marketing solutions. Home to some of the world’s best-known and most innovative communications specialists, IPG global brands include Acxiom, Craft, FCB, FutureBrand, Golin, Huge, Initiative, IPG Health, IPG Mediabrands, Jack Morton, KINESSO, MAGNA, McCann, Mediahub, Momentum, MRM, MullenLowe Global, Octagon, R/GA, UM, Weber Shandwick and more. IPG is an S&P 500 company with total revenue of $10.93 billion in 2022.
