Tiffany & Co. is currently seeking an IT Service Center Specialist in Parsippany, NJ. The purpose of this position is to be the primary IT contact for internal users for technical problems, to provide technical support, to complete IT service related requests and to provide basic education to our internal users on IT technology. Identify, research, and provide technical solutions for simple to moderately complex hardware, software and telephony related issues reported to the IT Service Center. This position also provides basic root cause analysis, and communicates issues to management and the entire user community. The IT Service Center staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Center, and make accurate escalations to other support teams as needed. Collaborates as a team to achieve team goals. Must be available to work flexible shifts that will include nights and weekends.
The IT Service Center Specialist will answer inbound contacts via phone, email, or self-service portal reported into the IT Service Center, interpret, analyze, research, and resolve simple to moderately complex inquiries and determine appropriate solution, vendor, or technical area to resolve the problem. Specialists are required to track detailed information about each customer's service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem. The position will understand and defin incidents clearly, gather and evaluate relevant information, and apply previous learning to new situations. S/he will present well-considered alternatives when making recommendations, make decisions in a timely manner, and consult with the Sr. team members or Team Leads prior to implementing revenue or production impacting decisions. The role also performs initial diagnosis and incident resolution for simple to moderately complex incidents/requests.
Service Center Specialists are responsible for ensuring customer satisfaction in every step of incident resolution. S/he is dedicated to meeting the expectations and requirements of internal and external clients, acts with clients in mind, establishes and maintains effective relationships with clients and gains their trust and respect, and goes above and beyond to anticipate client needs and responds accordingly. Additionally, the Specialist acts as a single point of contact to customers as representation of the Information Technology department, manages relationships effectively with all business areas, IT groups, and third party vendors. S/he owns and progresses incidents and requests technology on the customer’s behalf, as well as performs post-resolution follow up to help requests.