Service Desk Generalist - (Greensboro) in Greensboro, North Carolina For Sale

Ralph Lauren Corporation is a leader in the design, marketing and distribution of premium lifestyle products in four categories: apparel, home, accessories and fragrances. For more than 45 years, Ralph Laurens reputation and distinctive image have been consistently developed across an expanding number of products, brands and international marketsPosition Summary: The Service Desk Generalist is responsible for meeting or exceeding service levels established for Polo Service Desk functions. In this role, the generalist answers global customer calls and responds to global customer emails. Other duties include mentoring/training other service desk team members, adhering to all IT policies and procedures and ensuring all issues are accurately documented in the service management tool. Principal Duties * Handle customer issues via calls or emails recording an incident for each issue * Consistently uses service management tool to create/update incidents, requests, problems, etc. * Coordination of user administration processes and password resets for all Polo platforms * Assists in the development of training activities and documentation to operational support processes * Adheres to all Service Desk processes and procedures * Contributes articles to knowledge base tool and functionality to support IT Customer Service team in resolving customer issues * Deals with customers courteously at all times, diffusing stressful situations where conflict and unreasonable demands from users require tact & diplomacy. * Positive advocate for goals, commitments; and vision of Polo and is able to deploy that vision through the functional areas; knows when to proactively communicate regarding issues and problems that exist in their own functional area Knowledge, Skills and Abilities: * Desktop technical specialist for all operating systems and all hardware platforms. * Ability to troubleshoot and diagnose user issues * Demonstrated working knowledge of Service Desk operations and service management fundamentals. * The candidate must have general knowledge of iSeries, UNIX, Intel and WAN technologies. * Proven ability to organize multiple projects, schedules and meet shifting priorities * Excellent written and verbal communication skills are required. * Excellent interpersonal skills are required * Proven ability to develop effective working relationships at all organizational levels * Meets individual scorecard requirements for operational performance Education / Experience Requirements : 1. Education: Associate degree in Computer Science, Electrical Engineering, Information Systems or vocational/technical degree OR equivalent relevant experience in addition to the minimum experience requirement. 2. Experience: A minimum of two-three years experience in a call center/service desk/help desk/customer service . 3. Additional Training/Certification: Help Desk certification preferred. ITIL Foundations certification preferred. Technical certifications such as A+, Security +, MCP, are a plus. 4. Travel : Must possess valid driver license and reliable personal vehicle. Must be able to travel by a variety of modes of efficient transportation, including aircraft, to any and all Polo sites. Travel is expected to consume approximately 1% of the time required for this position. Competencies : Communications : Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Messages are presented in a logical and well-organized manner. Anticipates the information needs of others. Proven skills in communicating with technical staff, customers and all levels of management. Possesses excellent writing and presentation skills. Teamwork and cooperation : Takes an active role to help team members accomplish tasks and goals. Takes initiative to resolve conflicts. Documented evidence of ability to facilitate collaboration among multidisciplinary groups. Building/Managing Relationships : Takes steps to manage how others view them Makes time to meet people and develop mutual understanding Flexibility and response to change : Supports and promotes new or evolving procedures and routines. Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment. Quality of work : Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Documented ability to manage projects from planning stages through implementation. Customer service : Anticipates and takes personal responsibility for customer satisfaction. Consistently goes out of the way to listen, understand, and support the needs of others in a sensitive manner. Availability : Demonstrates flexibility in meeting unexpected work fluctuations and schedules. Achievement motivation : Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance. This position description is intended to describe the essential functions, general content, and qualifications of this position. It is not an exhaustive statement of all duties and responsibilities performed in this position. Other duties may be assigned as needed. Ralph Lauren is an equal opportunity employer. We offer dynamic career opportunities with growth potential and a generous company discount.
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