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Tech Bar IT Support Lead

2 months ago

Malvern, United States Saint-Gobain North America Full time

What’s the job?

The primary role of a Tech Bar IT Support Lead is to run, support, and take ownership of the Saint Gobain Corporate Technology Bar located in the Malvern, PA Headquarters. This role will be responsible for overseeing the daily operations of the IT support bar, a walk-in service center that provides technical assistance and provides information about the latest applicable technologies for the company.


What will you do?

Operations:

  • Carries out interventions with users
  • Takes charge of troubleshooting incidents requiring an intervention
  • Provides users local technical support and assistance
  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
  • Where required, administer, and resolve issues with associated end-user workstation software products
  • Update all configuration items in ServiceNow
  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal
  • Monitor and report on the IT support bar metrics, such as customer satisfaction, service level agreements, ticket volume, resolution time, and feedback.
  • Ensure the IT support bar is equipped with the necessary tools, resources, and inventory to provide effective and timely support to the employees.
  • Develop and implement policies, procedures, and best practices for the IT support bar, in alignment with the IT department and the corporate standards.
  • Identify and analyze the IT support bar trends, issues, and opportunities, and propose and implement solutions to enhance the service quality and customer satisfaction.
  • Stay updated on the latest IT trends, technologies, and solutions
  • Lead and facilitate the ideation, validation, and prototyping of IT innovations displayed in the Tech Bar showcase

Security / Standards Adherence

  • Keep abreast of all new Security changes both from Saint-Gobain and Outside vendors
  • Assist with management and enforcement of IT Security polices and standards established by Saint-Gobain

Customer Relations

  • Ensure that customer needs are taken into account in line with the strategy defined by DSI Group
  • Measure customer satisfaction and provide reporting
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Build sustainable relationships and trust with customer through open and interactive communication
  • Follow communication procedures, guidelines and policies
  • Alerts Level 2 and Technical writer of changes needed to Knowledge base articles
  • Will occasionally require working outside of normal business hours
  • Other duties as assigned by their immediate supervisor


What do you bring?

  • Bachelor’s degree or relevant experience in the required field
  • 5+ years applicable work experience with PC and/or IT management is required
  • Prior experience servicing internal customers in a large complex organization is required
  • Excellent customer service skills
  • Experience with Microsoft Windows/Microsoft Office/M365 is required
  • Ability to influence others without having direct authority
  • Experienced in applying and following established procedures and work instructions to complete day to day responsibilities, which are generally well-defined and straight-forward, but require occasional deviations
  • Strong analytical and problem solving skills, capable of sound decision making
  • Focus efforts and attention on understanding and satisfying customer needs, while participating in the Company's quality standards
  • Good written / verbal communication skills. Ability


What are our perks?

We provide unique options to fit your unique lives Our Total Rewards Program is customizable to accommodate your needs.


Our menu of flexible options includes, but is not limited to:

  • Excellent healthcare options: Medical, vision, prescription & dental
  • Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program
  • Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)
  • Tuition Reimbursement: Continuing education for every season of your career
  • Pet Insurance options: Insurance plan & prescription discount program for your furry friends
  • Employee Recognition Programs
  • PerkSpot: Our exclusive one-stop online discount marketplace
  • LiveWell: Rewarding you for living a healthy lifestyle


At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home.


Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.