IT Service Desk, North America

Mission:

• Respond to requests for technical assistance via phone or electronically for the US -
Steelcase Inc. Headquarter
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Administer help desk software
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions in knowledge base
• Stay current with system information, changes and updates
• In order to cover the users working time it might be necessary to work in shifts

Education/Experience:

• IT / Technical University degree or student
• 6 months to 1 year work experience appreciated  Strong Windows OS and MS Office skills
• Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers
• Analytical skills (ability to analyze and synthesize), team-player , manages time and workload effectively
• Working experience in the US is an important advantage
• Outstanding English skills