The Service Desk Specialist will be responsible for responding to a wide range of Incidents and requests via phone and online channels on a wide range of applications and infrastructure that enable Grainger business worldwide. They must diagnose, classify, resolve or delegate, while providing superior customer service to the internal and external end user. These efforts include discovering, probing, researching and resolving issues that have the potential to be complex and business impacting. Supported systems include, SAP R/3 or SAP Portal system modules (order mgmt, warehouse mgmt, supply chain, business warehouse reporting, expense mgmt, CRM), middleware applications, web applications, connectivity and hardware such as printers, vending machines, RF handhelds, UPS, etc). System Support Coordinators will follow all Grainger and department business procedures and policies in a professional manner. They will support and contribute to company and department business objectives. This role will provide off-hours support on a rotating basis. Provides superior support for a wide variety of issues from field and corporate business units including internal and external end users that utilize SAP software and technologies. Support web application, software and hardware technologies for suppliers and external end users Resolve 60% of phone calls by providing in-depth investigation, analysis and troubleshooting for a wide variety of SAP system modules (order mgmt, warehouse mgmt, supply chain, business warehouse reporting, expense mgmt, CRM), middleware applications, web applications, connectivity and hardware such as printers, RF handhelds, UPS, etc). Leverage various support tools, access, remote control, intranet, knowledge articles, peers, etc, to accurately diagnose issues and business impact. Demonstrate solid verbal, listening and written communication skills to document incidents with clear, concise details of all steps taken to troubleshoot and resolve or delegate calls. Utilize all resources for highly complex issues while interacting with callers to resolve incidents. Identify problems that impact multiple end users and escalate to the next level in a timely manner. Proactively review all Quality Monitoring Feedback to ensure superior, consistent, quality service to the end-user. Actively participate, respond and develop as a result of feedback provided in coaching sessions. Stay current on all updates to procedures, systems, references and resources via email, intranet and knowledgebase systems. Proactively monitor phone activity via Dashboard and Avaya software to ensure sufficient phone coverage. Perform additional and adhoc tasks that are in alignment with the departments business objectives and suggest ways to improve team performance. Add new solutions to the department knowledgebase system. Promote teamwork by mentoring, sharing knowledge and information and by assisting other analysts with technical issues.
One to two years of practical Service Desk/Help Desk Support providing superior Customer Service.
Working knowledge of various SAP modules (order mgmt, warehouse mgmt, inventory management, supply chain, business warehouse, reporting, expense mgmt, CRM).
Office Suite (Word, Excel, Power Point, etc) knowledge preferred
Knowledge of badge readers, vending hardware and virtual machines
Knowledge of remote assistance
Ability to adapt to changing business processes, technologies, and environments
Ability to absorb & present complex ideas quickly and accurately
Excellent and thorough verbal and written communication skills providing support to internal and external customers
Excellent time management and organization skills
Strong analytical and problem solving skills
Strong interpersonal skills
Bilingual language skills a plus
SQL+ skills a plus
Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.