Job Description

Job Summary

The IT Service Desk Support Specialist supports Polaris’s worldwide IT operations, providing first-line support to Polaris users with exceptional and professional customer service. This position is 100% technical support for employees and system-generated Service Desk submissions, including documenting procedures and managing incidents to resolution or escalation to a more senior team member.

Key Responsibilities

Provide clear, concise customer service in phone-based, verbal communication, and written, email communication in English\r\n• Troubleshoot, diagnose, and resolve issues following standard operating procedures and using knowledge support tools\r\n• Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (KB) articles\r\n• Collaborate effectively with other service desk team members located across the globe\r\n• Deliver support of Windows-based operating systems and Microsoft Office applications as well as other out-of-the-box and developed software packages\r\n• Administration of Account Management activities within Active Directory, IBMi, and other systems\r\n• Proactively and reactively support critical systems through monitoring and responding to alerts on the IBMi platform\r\n• Meet all defined SLAs and KPIs to ensure the quality of resolution and customer satisfaction\r\n

Skill Requirements

2-year technical degree or equivalent experience required\r\n• Self-motivated, with the ability to work independently and/or collaboratively with remote peers required\r\n• Excellent communication and customer service skills required\r\n• General or intermediate knowledge of Windows 10 required\r\n• Intermediate experience with Windows-based applications such as the Microsoft Office suite required

Other Requirements

NA