Service Desk Agent

Overview

Service Desk Agent role at Plexus Corp. Provides level two support for users to determine problems and resolutions, and technical support to Plexus global user community while ensuring applications, systems, networks and technologies are available and functioning to support business processes. Collaborates with IT personnel, vendors and business personnel to identify and resolve issues and supports technology projects aligned with Plexus objectives.

Responsibilities

• Proactively monitor and respond to calls, tickets, emails, and other official channels to maintain quality of service, practice customer service excellence, and perform in-depth troubleshooting as a senior agent when junior members are unable to resolve issues.
• Monitor the Service Desk ticket queue to ensure timely processing of incidents and requests; escalate as needed and contribute to process improvements to ensure instructions are up to date with changing system or business requirements based on KPI data.
• Review call data, ticketing data and all incidents for reporting and planning on a regular basis; perform data gathering as requested by management or stakeholders for continuous improvements.
• Identify recurring issues in ticketing systems, applications, or escalations and propose improvements to reduce routine work for the Service Desk and IT resolvers.
• Establish new procedures or standard work for the Service Desk where none exists.
• Provide senior level problem analysis, problem determination, and problem resolution for IT systems. APAC region only : work in scheduled patterns to provide 24x7 operation support and standby during pre-arranged off-hour shifts to back up absent team members.

Qualifications

Other Qualifications

Physical and Travel Requirements

This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.

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