Service Desk Specialist

Ecolab's Pest Elimination Division protects the health and safety of our customers, and our customers' customers, with industry leading science-based pest prevention solutions. Focused exclusively on commercial pest elimination, we bring cutting-edge innovation to diverse markets, sharing our expertise to help companies strengthen their brand, enhance customer satisfaction, increase efficiency and implement more environmentally sustainable practices

Position Description

The Senior Service Desk Support Specialist will be responsible for providing technical support of our field mobile technologies for Pest division of Ecolab. This will include working with our field specialist to resolve technical issues over the phone, working with development staff testing new enhancements, and providing input to the mobile hardware depot. The role will work under the direct guidance of the Lead Service Desk Support Specialist reporting to the Sr. IT Manager.

Main Responsibilities

• Provides advanced technical support to internal Ecolab associates on a variety of issues.
• Fielding phone and e-mail requests for service.
• Active in the development, enhancement, and maintenance of equipment and data.
• Responsible for identifying, logging, researching, and resolving incidents. When requests are beyond their capabilities, the associate is responsible for documenting, tracking, monitoring, and ensuring timely request resolution.
• Relies heavily on experience and personal judgment to plan and accomplish goals.
• Working with Development staff to test handheld application and reporting enhancements
• Deliver process documentation to field for application enhancements

Qualifications

Basic:

• 2 years of experience in a Help Desk/Service Desk environment
• 2+ years technical knowledge of commonly-used concepts, practices, and procedures, basic technical knowledge of servers, networks, applications, and hardware
• 2+ years experience utilizing call management software & monitoring tools - such as Remedy
• 2+ years experience writing user documentation for training and development
• 2+ years experience utilizing time management tools and processes

Preferred:

• Bachelor's Degree or equivalent work experience
• 2+ years Microsoft Office Experience: Word, Excel, PowerPoint - 2007 preferred
• Microsoft Access Experience