Desktop Systems Specialist - BT Global Support

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

Join our team and experience Workday!
It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun!

The Desktop Systems Specialist, End User Services, will join our Business Technology (BT) organization focusing on delivering exceptional service every time to everyone. In this role, you will be responsible for the day-to-day technical support onsite and virtually for remote users. You have a high sense of can-do attitude and superior customer service. You will use technical experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, service improvements and provide an overall stellar end user (Workmate) experience.

About the Role

People

• Provide outstanding customer service to all Workmates globally face-to-face, via chat and over the phone.

• Provide regular updates to the Workmates on the incident or request tickets raised.

• Provide executive level “white glove” service support.

• Provide support to local site and other regional sites.

• Educate new hires on software and technology related procedures to secure a swift onboarding process.

• Engage with site leadership to Identify emerging trends or issues that have opportunities for improvement.

• Working knowledge of Active Directory and basic AD administration

• Develop positive relationships with Workmates of all levels across Workday

• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, often with competing priorities.

• Flexible and adaptable to a high-change environment and open to new concepts and/or processes.

Process

• Assist Workmates through the new hire onboarding process ensuring that the new team member is able to login to equipment successfully and provide initial computer setup guidance.

• Perform Incident management and break-fix support, solve hardware issues assigned, resolve and/or escalate issues that are unable to resolve. 

• Create policy and knowledge base articles to enable and support customers.

• Take corrective action on issues identified with hardware to restore such hardware to operating status. 

• Perform set-ups, break-downs, and transport  hardware, such as monitors and laptops on an as-needed basis for new and existing Workmates. 

• Assist logistics team with shipping and provisioning of hardware to remote sites.

• Keep track of hardware inventory and perform regular cycle counts to ensure accountability of all hardware.