Global Support Team - Support Specialist

Position: Global Support Team Member - Support Specialist

Department: MIS

Location: Stamford, Lincolnshire, UK

WorkHours: Monday through Friday, 8:30am to 5:00pm

Alltech is a global leader in the animal health and nutrition industry, focused on natural scientific solutions to today's biggest agriculture and food industry challenges. Due to our continued growth, we have a career opportunity in our MIS Department for a Global Support Specialist member at Alltech UK, Stamford, Lincolnshire. The Global Support Team is comprised of dynamic, professional individuals located around the globe dedicated to outstanding service to our staff.

Responsibilities:

• Provide online and hardware desktop support utilizing primarily online support tools.
• Process staff support requests submitted by phone, email, chat, and an online support ticketing system.
• Maintain accurate and detailed records of support requests and resolution details.
• Follow agreed upon procedures and quality standards.
• Respond professionally to global staff requests for assistance by providing written and verbal instruction for general hardware, operating system, desktop software and connectivity issues.
• Assist in maintaining an end user knowledgebase of issues and resolutions.
• Where applicable triage 1st level ERP/CRM issues.

Expectations:

• Self-motivated, responsible person who can own problems from start to finish.
• Ability to diagnose an issue and respond appropriately using good troubleshooting skills.
• Proven ability to work in a team-oriented environment.
• High level of attention to detail and willingness to learn.
• Excellent customer service, collaboration, and communication skills

• Present a respectful, courteous, and caring attitude in all contact with staff.
• Communicate information to users at all levels in an effective, efficient, and courteous manner.
• Effective communication of technical details when other staff or third-party assistance is needed.
• Ability to properly triage and escalate issues in a timely and professional manner using ITIL standards.
• Fulfill any other duties as assigned by management.
• Proficiency in the following technologies:
  --- Microsoft Windows 7/8/10 & Office Suite
  --- Web browsers (Internet Explorer, Google Chrome, etc.)
  --- Basic understanding of databases, networks, and websites
  --- Apple iOS and Android operating systems

Preferred:

• Understanding of ITIL Standards
• Qualifications in IT or Business related to provision of IT support. In an ITIL environment preferred.
• Experience supporting business/finance applications a plus, preferably in an international environment.
• Knowledge of basic accounting, business, and operations
• Exposure to ERP systems