IMS Helpdesk Support

About CES:

At CES we have a bold ambition for growth. We are passionate about delivering an unrivalled service for our customers and providing a strong culture with career opportunities for our people.

Across IT we are on an exciting mission to ensure we harness our growth opportunities by designing our technology architecture and solutions for constant evolution. We recognise that technology and data are at the forefront of enabling our business to better serve our customers today and in the future.

We have a fast-growing technology team delivering a portfolio of transformative work, expanding our digital options, and upgrading and future-proofing our systems to place us at the forefront of the marketplace.

We believe that teams who design, own and run our technology solutions are more connected to the value they create. We are always looking to improve, collaborate and innovate and this is where you come in…

Summary

IMS Helpdesk support is responsible for providing excellent customer support efforts for City Electric Supply’s proprietary software applications via phone, email and ticketing system. IMS support specialists incorporate technical information for specialized programs and educate users on a variety of topics when applicable. They actively participate in business meetings and suggest changes in software support processes based on observations. The Tier 1 support team also assist with the testing of new software releases and report issues as needed. One of their main duties includes research tasks to provide sound solutions to customer requests.

• Provide excellent customer service.
• Document and track issues in software and hardware operation through ticketing system.
• Coordinate efforts with other teams and teammates to resolve issues quickly.
• Perform root cause analysis for each issue, escalating as necessary.
• Escalate issues to Tier 2 Team as necessary.
• Explain technical issues to non-technical clients.
• Troubleshoot issues with the clients for resolution
• Cultivate business relationships based on trust and professionalism
• Ability to develop and maintain positive relations with customers, coworkers and supervisors.
• Ability to multi-task and to work effectively in a fast-paced environment.
• Ability to work full time or overtime, if necessary.

• Experience in a similar capacity.
• Industry certifications, preferred.

• Highly organized
• Team player along with individual ownership
• Strong communication skills
• Build relationships with clients
• Analytical skills

EEO Statement:

City Electric Supply (CES) provides equal employment opportunities (EEO) to all employees and candidates for employment without regard to race, color, religion, sex, national origin, age, disability, genetics or other protected class status.  In additional to the federal law requirements, CES complies with applicable state and local laws governing nondiscrimination in employment. 

CES also makes reasonable accommodations to qualified individuals with disabilities, in accordance with the ADA.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.