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WHO ARE WE?
WE CONNECT PEOPLE AND WORK
TrueBlue (NYSE: TBI) is a leading staffing, recruiting and workforce management company. The company fills individual positions on demand, staffs' entire facilities, and manages outsourced recruiting processes and staffing vendor programs for a wide variety of clients. The company's specialized workforce solutions meet clients' needs for a reliable, efficient workforce in a wide variety of industries including - construction, manufacturing, financial services, pharmaceuticals, transportation, aviation, and energy. TrueBlue assigns as many as 100,000 people to work each day, drawing from a data base of hundreds of thousands of candidates, and places more than 250,000 people in permanent positions each year.
ROLE
This position provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personal requests for technical support. Documents, tracks and monitors issues to ensure a timey resolution.
ESSENTIAL DUTIES and RESPONSIBILITIES
▪ Provide technical assistance and support for incoming queries/calls and issues related to computer systems, software, and hardware
▪ Identify and diagnose issues and problems
▪ Categorize and record reported queries and provide solutions
▪ Support problem identification
▪ Advise users on appropriate course of action
▪ Monitor issues from start to resolution
▪ Escalate, if needed, unresolved problems to a higher level of support
▪ Provide essential online security advice and support
▪ Managing one or more customer service
▪ Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
▪ Receives and handles requests for service, following agreed procedures
▪ Promptly allocates calls as appropriate
▪ Logs incidents and service requests and maintains relevant records
▪ Maintain technical documentation on Help Desk tickets, including tracking requests and documenting resolutions
▪ Identifies and classifies incident types and service interruptions
▪ Records incidents cataloging them by symptom and resolution
▪ During change, acts systematically to respond today by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
▪ Type at least 45 WPM
▪ Proficient in basic troubleshooting
▪ Good grasp of Current Operating System functionality
▪ Basic understanding of computer hardware
▪ Proficient with Microsoft products
SKILLS AND QUALIFICATIONS
▪ Excellent Communication & Customer handling skills
▪ ITIL process knowledge
▪ Well versed with Service Now ticketing tool
▪ Adhere to TB ITSD guidelines
▪ Good hands-on Active Directory, MS Office 365, Account Provisioning and Account Creation
▪ Basic understanding of computer hardware
▪ Basic Knowledge of Teams/Outlook applications
▪ 1-3 Years of experience in a similar role
▪ B. Tech/B.E. in Computers, BCA in Computers, B. Sc in Computers
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