In a help desk/call center environment, serves as the single, initial point of contact for end users. Logs all relevant incident and service request details. Provides first line investigation and diagnosis. Resolves those incidents and service requests within the IT Support skill set and escalates as appropriate. The primary objective of this role is to restore "normal service" to the users as quickly as possible.
**Key Responsibilities**:
- Answer the Help Desk phone calls
- Process and resolve Incidents & Service Requests:
- Track all relevant Incident and Service Request details, categorize, prioritize and close tickets
- Provides first-line investigation and diagnosis of highly complex incidents
- Escalates the Incidents and Service Requests that they cannot resolve
- Monitor the Service Desk system for tickets assigned to the Help Desk queue and process them based on priority
- May provide coaching and training to lower level employees
- Other system administration type duties:
- Granting shared drive access
- Network account creation and extensions
- Telecom administration tasks
- Processing terminations (de-provisioning network accounts)
**Education and Experience**:
H.S. Diploma or equivalent 2 years of previous experience. Required
Associate's Degree or equivalent in or technical degree/certification Preferred
experience resolving service request Preferred
**Additional Skills**:
- Good computer skills including MS Office Suite, Adobe, and ability to operate general office machinery
- Good written and verbal communication skills and interpersonal relationship skills
- Required experience includes the capacity to demonstrate the following skills and abilities: analytical, articulate, attention to detail, decisive, innovative, adaptable, personable, self-confident, team player, effectively manages stress, empathetic, enthusiastic, diplomatic, collaborative, customer oriented, ambitious, continuous learner, resourceful, self-motivated and results oriented.
- Must possess good written and oral communication skills.
- Should be good at problem solving
- Must have good telephone etiquette
- Is able to exercise good judgment using Help Desk standards and following guidelines
- Must be able to establish and maintain effective working relationships with IT staff and internal customers at all organizational levels
- Microsoft Office Suite
- Microsoft Outlook/Office365
- Internet Explorer
- Windows 7
- Active Directory
- Virtual Private Network (VPN)
- MobilePASS (one-time password software authentication solution for VPN access)
- Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
About Edwards Lifesciences
Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease and critical care monitoring. We are inspired to help patients. We collaborate with the world's leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Join our team of over 19,000 dedicated, unique individuals and discover how you can make a difference.
COVID Vaccination Requirement
**For United States Applicants Only**:
Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.
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