Service Desk Technician I

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies. Join us as we help people all over the world thrive at work.

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies.

Join us as we help people all over the world thrive at work. Here is where we need you most :

We are currently seeking a full-time Service Desk Technician to join our SLC team.

What you'll do :

• Receive calls, e-mails, walk-ins, and self-service requests from O.C. Tanner employees, and create Incident tickets or Service Request tickets, logging all pertinent information.
• Provides initial assessment of categorization and prioritization for reported tickets.
• Provides initial support, targeting a higher level of first contact resolution.
• Ensures tickets are properly escalated and assigned to appropriate Tech support groups and non-Tech teams.
• Perform hierarchical escalation through Service Desk management and the Tech leadership group.
• Maintains ownership of tickets, ensuring timely entry, updates, and closure.
• Create and maintain documentation for the Service Desk knowledge base.
• Support for remote and local staff. On-call duties as assigned.

Desired Skills and Experience :

Education :