Operations I

Position summary:

The candidate will handle order placements via the ticketing system for desktop, laptop, and printer-related issues, and provide swivel seating support through AVD access using CompuCom-issued devices.

Required Skill Set:

CRC Environment & Tools

• Work within the clients ServiceNow instance, CompuCom Ordering System, Marketplace, WIMS, and DIMS.
• Ensure timely updates of order and tracking status in ServiceNow upon depot confirmation.
• Attend daily status calls covering open ticket reviews, issue resolution, and process alignment.

Technical & Process Knowledge

• Proficient in ServiceNow and CLP/Marketplace tools.
• Familiarity with various laptops, desktops, printers, and accessories.
• Ability to analyze email requests and respond promptly.
• Classify and prioritize cases based on severity and business impact.
• Assist teammates in assessing case impact and urgency.
• Take ownership of high-priority incidents requiring immediate action.

Operational Excellence

• Monitor queues and mailboxes regularly to ensure task completion.
• Keep stakeholders informed about outages or changes affecting operations.
• Escalate issues as per defined escalation protocols.
• Maintain high levels of customer satisfaction by resolving non-technical concerns.

Professional Attributes

• Strong written and verbal communication skills.
• Willingness to work in a 247 environment.
• Represent Compucom professionally in all stakeholder interactions.