Helpdesk (IMS Team) (copy)

7 days ago

Dallas, United States City IT Full time

About CES:

CES is a global electrical wholesaler, providing electrical products to people in the industry known for its extensive range of products and commitment to customer service. Founded in 1951 in the United Kingdom, it has since expanded to over 1,000 locations across multiple countries, including the United States, Canada, Australia, and Europe.

We in IT are delivering value to our business and our customers with the innovative solutions that enable our business to better serve our customers today and in the future. We recognise that technology and data are at the forefront of this.

Our Global IT team deliver a portfolio of transformative work, expand our digital options, upgrade and future-proof our systems to place us at the forefront of the marketplace.

To do this, we need talented and creative people across all areas to join us in delivering our evolution to enable our forward-thinking business over the next few years and beyond, and this is where you come in...

Life as IMS Helpdesk Support at CES:

IMS Helpdesk support is responsible for providing excellent customer support efforts for City Electric Supply's proprietary software applications via phone, email and ticketing system. IMS support specialists incorporate technical information for specialized programs and educate users on a variety of topics when applicable. They actively participate in business meetings and suggest changes in software support processes based on observations. The Tier 1 support team also assist with the testing of new software releases and report issues as needed. One of their main duties includes research tasks to provide sound solutions to customer requests.

Your Objectives:

    • Provide excellent customer service.
    • Document and track issues in software and hardware operation through ticketing system.
    • Coordinate efforts with other teams and teammates to resolve issues quickly.
    • Perform root cause analysis for each issue, escalating as necessary.
    • Escalate issues to Tier 2 Team as necessary.
    • Explain technical issues to non-technical clients.
    • Troubleshoot issues with the clients for resolution
    • Cultivate business relationships based on trust and professionalism
    • Ability to develop and maintain positive relations with customers, coworkers and supervisors.
    • Ability to multi-task and to work effectively in a fast-paced environment.
    • Ability to work full time or overtime, if necessary.
Essential Skills & Experience:
    • Experience in a similar capacity.
    • Industry certifications, preferred.
    • Highly organized
    • Team player along with individual ownership
    • Strong communication skills
    • Build relationships with clients
    • Analytical skills


EEO Statement:

City Electric Supply (CES) provides equal employment opportunities (EEO) to all employees and candidates for employment without regard to race, color, religion, sex, national origin, age, disability, genetics or other protected class status. In additional to the federal law requirements, CES complies with applicable state and local laws governing nondiscrimination in employment.

CES also makes reasonable accommodations to qualified individuals with disabilities, in accordance with the ADA. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.

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