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1st Line Service Desk Technician (Entry Level)

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ERM Group


Environmental Resources Management (ERM) is a leading global provider of environmental, health, safety, risk, and social consulting services. ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients.

The business of sustainability" reflects what we do to support our clients as they strive to attain their business goals. Sustainability and business are now inextricably linked and as an expert in sustainability, we play a role in helping companies achieve their objectives with an understanding of how this impacts wider society and the environment. All staff in ERM at all levels are passionate about the environment and delivering sustainable solutions for the world s leading organisations and this leads to a great working environment that is both challenging and rewarding.

ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients. Over the past five years we have worked for more than 50 percent of the Global Fortune 500 delivering innovative solutions for business and selected government clients helping them understand and manage the sustainability challenges that the world is increasingly facing.

Our North America region is hiring a 1st line Support Technician to meet the demand of growth within the organisation. They will provide support to our Global workforce encompassing 40 Countries with 160 offices and over 5,500 staff members covering the entire spectrum of consulting services offered by ERM . This role is based in ERM s Houston office but will start working from home until return to work is deemed safe.

The culture at ERM is hardworking and very team-oriented. Most of the projects undertaken by ERM consultants are deadline driven so the Service Desk queries need to be resolved within a tight timescale and therefore, the position requires someone who is good at prioritizing, multitasking, and passionate about providing service and support. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible.

The role coordinates fulfilment of requests to maintain high levels of satisfaction with IT services. Technicians are responsible for all activities to respond to Complexity 1 requests and incidents.
Providing a single point of contact and end-to-end responsibility to ensure submitted requests have been processed via ticketing system and via Phone calls.

Providing initial triage, resolve or determine which IT resources should be engaged to fulfil them. Escalating service requests in line with established service level targets ensuring tickets are appropriately logged.

This position will utilize IT Service Management (ITSM) best practices such as ITIL to ensure new and existing services offered by IT are thoroughly understood, and operating successfully towards OLA and SLA targets

Main Duties:

  • Provide effective support on all Complexity 1 requests via Ticketing System and Telephone
  • Ensure all incidents are closed within SLA
  • Manage and maintain Request lifecycle through to resolution
  • Provide outstanding customer service both written and verbal
  • Provide support for both Incident and Service Requests
  • Create and manage user accounts
  • Imaging, personalisation and support of ERM s estate of workstations
  • Installing, updating and supporting ERM s suite of applications
  • Create solutions in Knowledge Database to aid with faster access to knowledge and resolutions
  • Providing onsite and remote support to all functions and areas of the business
  • Organise a prioritise ticket backlog and new incoming requests

You will have experience supporting at a 1st line level:

  • High Standard of Incident and Problem management
  • Previous experience using helpdesk applications
  • Active Directory administration.
  • Exchange administration
  • VOIP Telephony support
  • O365 administration and core services support
  • Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
  • ITIL Certified
  • Windows XP, 7, 8, 10
  • SCCM
  • Asset management
  • iOS/Android

Who We Are:

As the largest global pure play sustainability consultancy, we partner with the world s leading organizations, creating innovative solutions to sustainability challenges and unlocking commercial opportunities that meet the needs of today while preserving opportunity for future generations.

Our diverse team of world-class experts supports clients across the breadth of their organizations to operationalize sustainability, underpinned by our deep technical expertise in addressing their environmental, health, safety, risk and social issues. We call this capability our boots to boardroom approach for its comprehensive service model that allows ERM to develop strategic and technical solutions that advance objectives on the ground or at the executive level.

Please submit your resume and brief cover letter. Based on review of these responses, shortlisted candidates will be invited for interviews.

ERM does not accept recruiting agency resumes. Please do not forward resumes to our jobs alias, ERM employees or any other company location. ERM is not responsible for any fees related to unsolicited resumes.

ERM is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Thank you for your interest in ERM!

Associated topics: client, help, information technology, information technology analyst, pc, support, technical support, technical support specialist, technician, technician i
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