IT Service Desk Support

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents.

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape.

Join us at Landis+Gyr, where we manage energy better!

Position Summary

The IT Service Desk Support will provide first contact IT support to the end user.

The role predominately processes IT service requests, incidents, management of end users assets, onboarding/offboarding, projects and adherence to compliance activities.

The end user normally contacts IT via phone, email or service desk tool, where first level analysis is done to review and resolve the ticket type.

The IT Service Desk is supported through the use of knowledge base articles and a peer network.

Where issues arise and further follow up is required, tickets can be escalated to level 2 in Client Services.

The role requires a strong customer focus with a “can do” attitude as well as attention to detail and quality.

As Landis + Gyr is a global organization, Service desk support works beyond the local organization to provide support to the end user. The position predominately is onsite but remote work may be supported.

Key Responsibilities

• Answer, triage, prioritize and resolve incoming helpdesk tickets through the service desk system where users experience issues with hardware, software, networking and other computer-related technologies.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff.
• Ticket will be owned and escalated to comply with SLA’s.
• Provide prompt, honest, and accurate feedback to customer related inquiries or issues.
• Logs and tracks calls using service desk ticketing tool, and maintains history records and related documentation.
• Workstation build using various processes and tools.
• Ensures that only licensed software is installed through various reviews and compliance is adhered to.
• Coordinate hardware/software problems with third party support vendors.
• Ensure end user assets and information are managed and provided timely during onboarding/offboarding process.
• Coordination of procurement activities that initiates from a service request
• Contribute to internal documentation, including knowledgeable articles, videos, and white papers
• Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc)
• Supports and adheres to Company’s core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to Company’s Code of Conduct and Ethics Policy.
• Represents Company in a positive, professional manner when working with both internal and external customers.
  
  

Education & Experience

• Required Minimum Level of Education: Technical/Trade School
• Required Minimum Years of Experience: 1+
  
  

Desired Education/Experience:

• Technical/Trade School in computers, electronic engineering or similar, or relevant industry experience.
• Working in an ITIL environment
• Managing and working with service desk tools, like ServiceNow.
  
  

Required/Desired Certifications:

• General network certifications
• Computer certification is highly desired
• Microsoft certifications highly desired
  
  

Knowledge/Skills/Abilities

• Proven track record of working in support desk environment
• Ability to Qualify/Triage/Escalate hardware/software issues
• Excellent customer service, time management, problem solving and documentation skills
• Ability to work across cultures and time zones with strong English skills
• Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word
• Good working knowledge of Microsoft operating systems, M365 and Active Directory.
• Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN)
• Exposure to multi-domain, multi-site networks
• Familiarity with Dell, Lenovo and/or Toshiba hardware, including computers and copiers.
• Proactive “can do” attitude
• Effective listening, constructive advice and the ability to understand others.
• Experience working with various A/V technologies
  
  

Working Conditions

• Physical Requirements: Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.
• Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.
  
  

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland. We are thrilled that you’ve considered Landis+Gyr to be a part of your professional journey. As a part of the L+G family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k) retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $42,400 - $58,287 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We stand for a workplace that nurtures growth, fosters connection, and embraces authenticity. We believe that fostering a community that values diversity isn't just a goal; it's a way of life. The real magic? That happens when a group of unique minds comes together – bring yours and #EnergizeYourCareer!