THE POSITION: As a Global Support Specialist l, you will be using your technical and customer service skills to deliver technical support services. We'll rely on you to keep staffers and our business running smoothly. You will be the first point of contact for our service requesters and the face of IT. You'll be using your multi-tasking expertise to provide superior customer service support for desktop, laptop and mobile device issues. You will be relied upon to provide level one issue resolution, service call creation and issue classification. ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:Performing entry level IT tasks which includes password resets, basic system configuration troubleshooting, and initial application access or performance analysis. Routing incoming incident and service requests to the appropriate support group Maintaining accurate and timely records in issues tracking system Maintaining service desk knowledgebase support documentation Participating in professional development and team improvement initiative Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.All other duties as assigned.Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.EXPECTATIONS OF THE JOB:Individual will be expected to analyze end user hardware, operating system and business application issues Communicate professionally and effectively with users to understand issues and propose solutions Effectively manage service desk workload to meet publishing business SLAs Regularly attend team meetings and provide content relating to current project status and knowledge transfer activities Must have the ability to address system issues both on and off hoursMonday through Friday in office40 hours per weekThe above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.