IT Associate Service Desk Specialist

3 weeks ago

Shoreview, United States PTC Full time

Our world is transforming, and PTC is leading the way.Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Role: Incident and Service Request Management

Primary Responsibilities

  • Monitors phones, chats, Incident and Service Request queue(s), as well as other collaboration tools.
  • Provides first contact and novice level one support for PTC personnel and Partners.
  • Attempts to resolve questions and completes requests for defined areas of service in alignment with established SLA's.
  • Documents troubleshooting steps with root cause and resolution in tracking system. Typically confirms with requestor that issues are resolved and that tickets can be closed. If unable to resolve, assigns ticket to the appropriate level two support queue.
  • Executes SOX controlled access requests after receiving appropriate approvals.
  • Learns all Service Desk, IT and SOX policies, processes, and requirements to achieve SLAs.
  • Assists in IT project pilots to provide testing results and feedback.
  • Assists with improvements of Service Desk ticket handling system.

Role: Customer Service

Primary Responsibilities

  • Ability to work calmly and patiently under stressful situations with users from all geographies.
  • Provide clear and concise communication, is compassionate / understands how callers feel and articulates what can be done in an upbeat, confident and positive tone.
  • Attempts to translate technical issues into non-technical terms that are easily understood by the requestor.

Role: Major Incident Management

Primary Responsibilities

  • Understands and follows defined Incident Management policy and procedures.
  • Strives to ensure that all incident communications clearly articulate incident impact, remediation activity updates, and resolution details.
  • May surface issues or risks to management if appropriate.
At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity and Affirmative Action Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Life at PTC is about more than working with today's most cutting-edge technologies to transform the physical world. It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you'll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."

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