Service Desk Coordinator

Not set
United States of America
Troy, Michigan
Job category:
IT & Software Development
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Seco Tools is seeking an Information Technology Professional to provide IT support to Seco Tools end-users while being part of the local IT infrastructure team for the Americas. You will work out of our North America headquarters in Troy, Michigan while reporting to our Director of Digital Support Services & Operations located in Fagersta, Sweden.

Who We Are And What We Do

We are a people company in the machining business. For over 80 years, we have been more than just a cutting tool provider. Our tools help build planes, trains, automobiles, and everything else around us. Your phone case? The molds are cut and built by our tools. The lenses in the glasses you wear? Cut by Seco's products. The Chicago Bean in Millennium Park was crafted with our tools. It's our business, we're good at it, and proud of it! We make a difference in people's lives, and we want you to be a difference maker too.

Profile & Position Summary

At Seco Tools, we believe in providing the best customer experience to our customers, internal and external. As such, you'll actively develop relationships with other parts of the business and external suppliers to ensure users leave happy! Actively participating and collaborating with other business units while maintaining and improving IT processes and documentation for corporate and manufacturing facilities will be a key aspect of this role.

This role will support the Americas, and being bilingual in Spanish and English will set you apart from the crowd!

We place great value on your personal qualities in this recruitment. You hold a Bachelor's degree or equivalent with 5 years desktop / end user client support experience. You are a self-motivated doer who gets enjoyment from providing excellent customer service while being able to work independently. You are familiar with Microsoft Office products, including Outlook, Teams, OneNote, etc. You have experience providing first level support to end users by troubleshooting, reporting, and resolving software, hardware, and connectivity issues for internal staff.

Key Performance Areas

As our Service Desk Coordinator, you are responsible for five main functions in our IT environment: Computer support via phone, email, and Teams, quality checks, administration, education, and troubleshooting. Managing your workload and prioritizing projects will help you succeed in this role.

Duties & Responsibilities

  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from our customers experiencing problems with hardware, software, and network/internet connectivity.

  • Develop ideas and strategies for improving end user support and internal departmental processes including implementing quality procedures and policies and ensuring compliance.

  • Perform quality checks on laptop & desktop computers according to written procedures.

  • Build end-user training and support documentation while delivering training courses.

  • Account administration, software/hardware requests, application troubleshooting, configuration, etc.

  • Perform remote diagnostics on users’ laptops.

Compensation & Benefits:

  • All things insurance, disability, etc.

  • 401k savings plan with auto/matching contribution up to 8%

  • 11 Paid holidays in addition to your regular PTO.

  • Paid volunteer time – what’s important to you is important to us.

  • Tuition reimbursement – almost 4 times what most companies reimburse!

  • Employee referral program – $2,000 per referral. If we recruit the best, they’ll bring in the best!

  • IncentFit – get financially rewarded for being healthy and active.

  • On-site Fitness Center – just opened in the fall of 2019.

Seco Tools, a subsidy of Sandvik is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact Human Resources at Sandvik also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

Deadline: Not set
Job-ID: R0054557

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