Service Desk Administrator

Company Overview

JB Poindexter (India) Private Limited is a subsidiary of J.B.

Poindexter & Co., Inc.

a privately held diversified manufacturing company forecasting $2.4B in annual revenue and 8,000 team members in 2024.

The eight operating subsidiaries, covering over 50 locations, are engaged in the production of commercial truck bodies, step-vans, utility trucks, funeral coaches, limousines, pickup truck bed enclosures, precision machining, and expandable foam plastic packaging.

For more information, visit www.jbpoindexter.com

JB Poindexter (India) Private Limited is the captive shared services unit of the J.B.

Poindexter & Co., Inc.

The company, wholly owned by J.

B.

Poindexter & Co., Inc.

& is headquartered in Houston, Texas, USA.

Position Overview:


* As a Service Desk Administrator, you will provide Tier 1 support to our customers via phone, email, and computer chat.

You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues.

You will escalate issues that extend beyond the Tier I span of control.


* The successful candidate for this role will have strong analytical and troubleshooting skills, experience with multiple technology platforms, solid communication skills, work well within a team and across teams, and a desire to continue learning and strive for continual improvement.


* The employee is expected to adhere to ethics policies and practices as established by J.B.

Poindexter & Co.

Responsibilities:


* Provide level I and level II support for multiple business units while effectively working independently to resolve level I escalations


* Promptly monitor, respond, and process service requests entered through the ticketing system while prioritizing issues by a first-in, first-out workflow


* Respond to customer issues via phone, email, and computer chat


* Provide customer assistance


* Document customer interactions


* Run diagnostics to resolve customer-reported issues


* Escalate issues to the appropriate tier 2 or tier 3 group


* Follow up with customers to ensure issues are resolved


* Install, make changes, and repair computer hardware and software


* Maintain inventory of all equipment including company phones, monitors, PCs, and software while organizing and maintaining a functional supply room


* Adhere to all standards, policies, and procedures in relation to Information Technology


* Ensure adherence to all Occupational Health & Safety Act rules and regulations, the IHSA's EUS rulebook, and company safe work practices, environmental policies, and Health & Safety Management System


* Perform other duties related to the above job purpose


* Some travel may be required

Qualifications


* Bachelor's degree from a recognized university, with a major in MIS, Computer Technology, or Computer Engineering preferred.


* 5-8 Years of experience in I T service desk experience, preferably through level II


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