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Steve Madden · 1 day ago

Support Services Technician

New York, NY

Full-time

Onsite

New Grad, Entry Level

$26/hr - $28/hr

Steve Madden is a company that provides technical support to its employees across various locations. The Support Services Technician role involves managing service requests, providing customer support, and ensuring high levels of user satisfaction within a multi-site environment.

ApparelFashionRetailShoes

Responsibilities

Basic knowledge of ITIL process

Customer advocate/Manage service requests from inception to completion within Service Level Objectives (Service Level Management)

Advanced customer service skill set/ability to meet with users directly, solve their issues, and leave the user with a very positive experience

Work within an ITIL complaint service request management system

Maintain a high level of customer satisfaction

Adhere to our inventory management and change management procedures

PC Imaging and deployment [Image, inventory, deploy, content migration, user orientation]

Provide timely reports to IT management (Critical issues, SLO breaches, Service Opportunities, etc.)

Ability to multi-task, handle multiple high-priorities; balance priorities

Ability to be mobile -- move from building to building

Must be able to improvise in an acceptable manner in order to react to a pressure situation

Must be able to work effectively independently, or as a member of a team

Strong communications and relationship building ability

Customer service skills

Ability to interact with management

Process oriented

Excellent written and verbal communication skills

Strong troubleshooting skills and attention to detail

Strong organizational and time management skills

Self-motivated and reliable

Qualification

Microsoft desktop operating systemsOffice Automation toolsMobile device supportITIL processCustomer service skillsTroubleshooting skillsCommunication skillsOrganizational skills

Required