Desktop Systems Specialist - BT Global Support

About the Role

People

Provide outstanding customer service to all Workmates face-to-face, via chat and over the phone.

Provide regular updates to the Workmates on the incident or request tickets raised.

Provide executive level white glove service support.

Educate new hires on software and technology related procedures to secure a swift onboarding process.

Engage with site leadership to Identify emerging trends or issues that have opportunities for improvement.

Working knowledge of Active Directory and basic AD administration

Develop positive relationships with Workmates of all levels across Workday

Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment.

Flexible and adaptable to a high-change environment and open to new concepts and / or processes.

Process

Assist Workmates through the new hire onboarding process ensuring that the new team member is able to login to equipment successfully and provide initial computer setup guidance.

Perform Incident management and break-fix support,troubleshoot hardware issues assigned, resolve and / or escalate issues that are unable to resolve.

Take corrective action on issues identified with hardware to restore such hardware to operating status.

Perform set-ups, break-downs, and transport hardware, such as monitors and laptops on an as-needed basis for new and existing Workmates.

Assist logistics team with shipping and provisioning of hardware to remote sites.

Keep track of hardware inventory and perform regular cycle counts to ensure accountability of all hardware.

Coordinate the restocking of hardware inventory with the logistics team.

Review, update, and / or create new internal procedures to improve current processes

On-call 24x7 rotation support will be required.

10% travel may be required.

Technology

Ensure new hires have a smooth and stellar technology-related experience : devices, peripherals, provisioning, and training as applicable so all new Workmates are productive on day one.

Support Workmates on applications and collaboration tools within the environment including but not limited to Outlook, Google, Slack, RSA, Okta, Zoom on MAC and Windows OS.

Support AV services for events and meetings onsite and virtually.

Perform break-fix resolutions for AV software and / or hardware.

Support training room technology onsite which includes Chromeboxes hardware and connecting through VDI (Virtual Desktop) and AV technology.

Troubleshoot other IT related hardware in-office, such as printers.

Set up mobile phone email, VPN, and internet access for Workmates, via a secured Workday network.

Troubleshoot network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.

About You

Basic qualifications

3+ years of experience with multi-OS platforms (Windows, OSX, Mobile)

3+ years of experience with Audio Visual Support

You have a BS / BA or 5+ years of equivalent work experience in Computer Science, Information Systems, or a related field

Other qualifications

Proven customer service experience and inviting personality

Proven communication, presentation, and influencing skills

Strong problem solving and critical thinking skills

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location.

As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission / bonus, as well as annual refresh stock grants.

Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things.

For more information regarding Workday’s comprehensive benefits, please.

Primary Location : USA.UT.Salt Lake CityPrimary Location Base Pay Range : $78,400 USD - $117,600 USDAdditional US Location(s) Base Pay Range : $74,500 USD - $135,900 USD