Church of Jesus Christ of Latter-day Saints

Responsibilities

Assist in Troubleshooting, prioritizing, and resolving customer support incidents and service requests through searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
Assist in Providing regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
Assist in Escalating in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
Assist customers with simple training needs.
Assist in Performing basic system management and routine security administration tasks.
Assist in Maintaining an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
Participate in continual learning and improvement.

Qualifications

Must be worthy of a Temple Recommend
Bachelor’s degree/Diploma in one of the following disciplines: Information Communication Technology, Computer Science, Software & Hardware Engineering, Specific IT certifications will be required.

Demonstrated Skills & Abilities:

Expert-level knowledge of a variety of operating systems, hardware platforms, technical disciplines, virtualization, end-user applications, wired and wireless network connectivity and/or video conferencing platforms.
Effective interpersonal, collaborative and communication skills with a strong emphasis on customer service.
Ability to maintain confidentiality and provide support to General Authorities.
Advanced understanding of IT business functions, Knowledge of enterprise process governance standards
Understand and articulate business problems in both business and technical terms
Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks, multiple customer requests and assignments from management.
Proven ability to work independently while contributing to the strategic planning of the team
Experience understanding and solving business problems and articulating technical solutions Requires in-depth knowledge and experience.