IT Analyst Service Desk Agent

At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 260,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design capabilities, manufacturing know-how, supply chain insights and global product management expertise to enable success for the world’s leading brands. We are driven by a common purpose to make a positive impact for each other, our communities, and the environment.

JOB SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES
- Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively, making customer issues a priority.
- Maintain timely status of Incidents, Requests and Alerts to ensure effective communication to the Jabil user community.
- Ensure support activities are monitored, logged, tracked and resolved appropriately and in a timely manner.
- Utilize Remote Connectivity Application to support users
- Answer incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents.
- Identify, research, isolate and resolve Information Technology Incidents and Service Requests.
- Escalate calls to the appropriate technical, professional and or service personnel for service, repair and follow-up.
- Utilizes call tracking system
- Provide end-user training as required/assigned.
- Develop and maintain processes, procedures, and documentation
- Participate in the exchange of ideas and information within the department.
- Ask questions; encourage input from team members.
- Provide regular updates to appropriate managers.
- Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
- Assure that procedures and work instructions are efficient and not redundant.
- Offer new ideas and suggestions for improvement. Identify and implement new practices and processes that are “best in field”.
- Confer with reporting manager on complex or unusual situations.
- Establish new measurement systems if/where possible.
- Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
- Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality)
- Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific.
- Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Maintain discretion and confidentiality in all areas pertaining to the IT systems.
- Understand and embrace the business and IT strategic direction.
- Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
- Comply and follow all procedures within the company security policy.
- May perform other duties and responsibilities as assigned.

JOB QUALIFICATIONS

KNOWLEDGE REQUIREMENTS
- Advanced knowledge /certifications in area of responsibility
- Advanced Computer Skills ( Windows based, Office Products, Desktop/Laptop configuration )
- Advanced Communication/Customer Service Skills ( written and verbal )
- Ability to read, understand and learn from written documentation ( process flows, Troubleshooting and WI documentation
- Knowledge of ITIL Fundamentals preferred

EDUCATION & EXPERIENCE REQUIREMENTS
- High School Graduate, some college preferred
- 3 years work-related experience required, preferably in IT or Customer Service
- Or an equivalent combination of education, training or experience.
- Bi-Lingual preferred

WORKING CONDITIONS
- Monday - Sunday
- Shift Work with possible shift rotation
- Climate controlled office environment

PHYSICAL REQUIREMENTS

Sitting

Walking

Standing

Bending/Squatting/Stooping

Reaching

Balancing

Twisting

Crawling

Hands in water

Kneeling

Data Entry/Typing

Unusual hearing or vision demands: None specified

^Other physical demands or notes: Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

Jabil, including its subsidiaries, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identify, age, disability, genetic information, veteran status, or any other characteristic protected by law.