Job Description

About Us:

At Stericycle, we deliver solutions and drive innovations that protect the environment, people, and public health. This includes working to create a more sustainable, shared future. Our innovative solutions make a difference in people\'s lives, communities, and our planet by protecting their health and well-being. Change your career. Change your world. Join Stericycle and help protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

The Service Desk Technician - Tier 1 is an integral member of the Global Service Desk team. With a focus on providing an excellent user experience, the Technician will provide remote and onsite support to Steri-cycle Team Members related to Software and Hardware through various channels including phone, chat, incidents, and requests.

Key Job Activities:

• Answers inbound calls and chats to assess issue, documents discovery information within ticketing system. Works to provide resolution to issues. Documents troubleshooting steps, resolution and closes ticket or escalates to respective internal team.
• Works submitted incidents and requests effectively and efficiently to meet SLA. Work includes interaction with submitter to assess issue: documents discovery information within ticketing system. Works to provide resolution to issues. Documents troubleshooting steps, resolution and closes ticket or escalates to respective internal team.
• Provide evening and weekend on call support on a rotational basis
• Participates in Major Incident calls and is responsible for distributing email communication
• Provide Deskside Support, Walk up Window Support and other duties as assigned

Education:

Required Education: in Associates or Equivalent

Experience (North America):

• Technical degree or diploma and/or equivalent business experience
• Basic understanding of ITIL is considered an asset
• Experience working in an IT Service Desk is considered an asset
• Experience with common end user applications including Windows 7, Windows 10, Microsoft Of-fice, Internet Explorer, and Outlook.
• Experience with basic networking environments (wired and wireless)
• Curator of great user experience. You understand the importance of providing an excellent user experience and work to provide it in everything you do
• Responds to and resolves technical end user service and support incidents and requests efficiently and effectively within assigned priority to meet SLA.
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills
• Ability to work well under pressure and thrive in a fast-paced work environment
• Follow all standard operating procedures through the effective use of Knowledge and Standard Operating Procedures
• Able to work evenings, weekends, and holidays & maintain strict adherence to the assigned schedule

Certifications and/or Licenses:

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Stericycle