Tiffany & Co. is currently seeking an IT Service Center Specialist in New York, NY. The primary purpose of this position is to identify, research and provide technical solutions for hardware, software and telephony related issues reported to the IT Service Center. The Specialist will provide basic root cause analysis and general reporting on issues to management and the entire user community.
Current shift available is a morning start with a rotational workweek.
The IT Service Center Specialist will be the primary contact for users calling the IT Service Center. He/She will be responsible for handling voice and online communication of incident and system requests and performing initial diagnosis and incident resolution. This role will identify, categorize and assign severity to issues while providing support to Tiffany business channels on hardware, software and telephony related issues. The Specialist will provide resolution by using a variety of resources or coordinating with other members of the team and/or other IT areas for appropriate resolution. This role will document all incidents into the service management system.
IT Service Center Specialist will perform basic trouble shooting and problem resolution analysis including root cause analysis of data to be reported to management and the user community. Incidents may require the Specialist to perform follow up with users and may participate in IT projects and the yearly IT Business Recovery test. Additionally, this role may train users in service request forms and other how-to procedures and dispatch vendors for incidents (under contract agreement).
To be qualified for this position you must have a high school diploma with 2 to 4 years experience providing technical support including computers, printers, peripherals and Microsoft PC operating systems, ideally in a call center environment. All candidates must have excellent telephone, listening and communication skills along with strong written and verbal communication skills and the ability to effectively and efficiently communicate with all levels of employees. Customer focused, good problem solving skills and the ability to work collaboratively or independently with strong follow-up and multitasking skills are required. Experience with MAC support, single point of contact support model and experience developing written processes and procedures are ideal.
The IT Service Center is a 24 hour, 7 days per week operation center therefore candidates must have the flexibility to work any shift. This may include nights and weekends.