Information Technology Service Desk

JOB DESCRIPTION

IT Service Desk Specialist

Location: Pittsburgh, PA

Department: IT

Chicken of the Sea is an iconic American brand that was founded in 1930. Today, Chicken of the Sea enjoys broad distribution across all major retail channels, with growth opportunities in foodservice and outside the U.S. Besides its eponymous brand, Chicken of the Sea also sells Genova and King Oscar premium seafood products.

Chicken of the Sea International (COSI) has been wholly owned since 2000 by Thai Union (TU), the largest global producer of ambient seafood. Chicken of the Sea Frozen Foods is a sister U.S. company that focuses on frozen and chilled seafood sales. Other iconic seafood brands in the TU Global portfolio include John West, Mareblu, and King Oscar. Under the leadership of CEO Thiraphong Chansiri, Thai Union has more than tripled its revenue to over $4 billion annually and has an aggressive growth agenda.

Chicken of the Sea International operates under the common corporate vision, mission and values of Thai Union, an industry leader in sustainable fishing practices and manufacturing processes that capture the freshness, nutritional value, and sensorial experience of seafood. The global organization lives by the 6 deeply held values: Passionate, Humble, Respectful, Responsible, Collaborative, and Innovative.

COSI is an organization that is very proud of its heritage. First established as VanCamp seafood company more than 100 years ago (1914), the company celebrates its story as one of the oldest food companies in the country that is still in operation. The company is currently undergoing a significant business transformation aimed at accelerating business growth.

About the Role:

Join the Chicken of the Sea brand as our Service Desk Specialist. The Service Desk Specialist role is responsible for providing frontline technical support to end-users, resolving IT issues, and ensuring a high level of customer satisfaction. This role involves responding to service requests, troubleshooting problems, and escalating issues when necessary. The Service Desk Specialist plays a crucial role in providing responsive and efficient technical support to end-users, contributing to the smooth operation of IT services, and ensuring end-user satisfaction within the organization.

Responsibilities

End-User Support

• Serve as the initial point of contact for end-users seeking technical assistance.
• Provide prompt, courteous, and expert-level technical support for hardware, software, and network issues.
• Diagnose and resolve technical issues through remote or in-person troubleshooting.
• Incident Handling
• Log and document service requests and incidents accurately.
• Prioritize and manage service desk tickets based on urgency and impact.
• Escalate complex or unresolved issues to higher-level support teams.

Customer Service

• Ensure a high level of customer satisfaction by delivering excellent service.
• Communicate with end-users in a clear, understandable manner.
• Follow up with users to ensure their issues are resolved satisfactorily.

Problem Solving

• Analyze and resolve common IT problems and challenges.
• Research, identify, and implement solutions for recurring issues.
• Collaborate with colleagues to address complex technical problems.

Knowledge Base Maintenance

• Contribute to the maintenance and expansion of the service desk knowledge base.
• Document solutions, troubleshooting procedures, and best practices.
• Promote self-service resources among end-users.

ITSM Tool Utilization

• Utilize IT service management (ITSM) tools to manage and track service requests and incidents.
• Ensure accurate and up-to-date documentation within the ITSM system.

Quantitative KPIs:

• Number of service requests handled per day/week/month.
• Ticket resolution times and adherence to service level agreements (SLAs).
• Customer satisfaction ratings and feedback.

Qualitative KPIs:

• Problem-solving effectiveness and user feedback on issue resolution.
• Documentation quality and contribution to the knowledge base.
• Ability to work under pressure and handle challenging situations.

Internal Relationships:

• Service Desk Team: Collaborate with fellow service desk team members to provide efficient and effective support for end-users.
• Higher-Level Support Teams: Escalate complex or unresolved issues to higher-level support teams for resolution.
• Collaborate with other IT teams, such as infrastructure, security, and applications, to address complex technical problems.
• End-users: Serve as the primary point of contact for end-users seeking technical assistance, providing expert-level support and maintaining a high level of customer satisfaction.

External Relationship

Vendors and Suppliers: Engage with vendors and suppliers to obtain support or information related to their products and services.

Requirements:

• Associate degree or relevant technical certifications (e.g., CompTIA A+)
• 2 years of experience in a service desk or technical support role
• Familiarity with ITSM tools and ticketing systems
• Strong communication and customer service skills

Physical Demands

While performing this job, the employee is regularly required to sit, communicate, usually through talking, hearing, writing and typing. Employees should be able to operate standard office equipment, i.e., telephones, computers, facsimile and copier. The employee is occasionally required to stand and walk, and move or lift to 35 lbs. The employee regularly works in a well-lighted, heated and/or air-conditioned indoor office setting with a moderate degree of noise.

The employee is required to comply with all company policies, rules, and directives, including safe work practices.

Values

Collaborative – works well with diverse workforce; communicates professionally with associates and leaders

Responsible – punctual, proactively communicates status of issues and projects

Humble – eager to learn new skills, asks for assistance when needed

Passionate – has a support-mindset; committed to be the best

Respectful – exhibits behaviors of caring, compassion, honesty, integrity, and fairness

Innovative — constantly looks for ways to be more efficient and productive; Committed to continuous improvement

A career at Thai Union is a unique experience to grow as a professional and as a person. You will join a global fast-growing, innovative, and entrepreneurial organization deeply committed to its people, its community, and the environment.

Every single one of our employees matter. We are always listening and giving our talent opportunities to grow, develop, and implement new ideas to make a difference. Our focus on corporate social responsibility and sustainability in a creative and dynamic environment, combined with great opportunities to lead progress, is a guarantee you will quickly develop your professional skills within a diverse & inclusive human-centered organization.

Thai Union is committed to providing equality of opportunity. If you require any reasonable adjustments to help support your application, please let us know.

We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.