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Featured Internship for Wednesday, December 13, 2017


Puma North America Inc. - Intern, IT Help Desk Analyst


For nearly 70 years, PUMA has developed fast products for the fastest athletes on the planet. Every day, our 13,000 employees across 120+ countries rally our SPEED & SPIRIT to deliver the iconic footwear, apparel and accessories capable of pushing sport and fashion forward.

The PUMA world extends across Football, Running, Training, Fitness, Golf, Motorsports and design collaborations with icons such as Rihanna. But wherever you are, whether it’s on the pitch, the runway or in the streets, the PUMA touch is instantly felt in the undeniable joy and excitement we bring to sport, fashion and culture. The PUMA Group owns the brands PUMA, Cobra Golf and Dobotex and is headquartered in Herzogenaurach, Germany.

The IT Support Desk Analyst will act as the first point of contact and the first level of corporate IT support for inquiries from PUMA team members for issues related to company-provided IT systems and applications. The Support Desk Analyst relies on experience, instructions and the knowledge base to answer inquires and resolve problems. The Analyst must strive to achieve and maintain a high level of service satisfaction among team members by resolving both hardware and software problems quickly and correctly with accurate and informative communication. When required, incidents will be referred to second level support. The IT Support Desk Analyst will serve as a liaison between IT and business Team Members.

Responsibilities:

  • Provide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests.
  • Monitoring of Support Desk ticket queue to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with PUMA’s designated service level agreements and knowledgebase instructions
  • Prompt identification, analysis, and diagnosis of all support issues providing customers with frequents updates on the status of their support request including an ETA for a resolution as well as deploying a loaner machine to end users whose issue is preventing them from completing their job responsibilities.
  • Ensure that all support requests received via chat, telephone, and email are properly entered into PUMA ITSM tool in accordance with documented SLA/OLA policies.
  • Timely escalation of all unresolved support requests to tier 2 Support Desk technicians. Adherence to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs.
  • Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles.
  • Participate in all Support Desk projects with the expectation that all assigned tasks will be completed by given end date.
  • Delivers, sets up, and assists in the configuration of end-user PC desktop hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software.
  • Proper tracking of all hardware and software assets within AMP asset management tool and accordance with PUMA asset management best practices.

    Qualifications:

  • Experience with desktop/laptop running Windows 7 & 10 Professional.
  • A + Certification desirable.
  • Experience with ITSM ticketing system.
  • Computer imaging experience
  • Anti-Virus/Spyware Removal experience
  • Have strong computer literacy skills and the ability to use Microsoft Office 2013 & 365 products
  • Strong troubleshooting and problem-solving skills.
  • Strong documentation skills
  • Ability to work under stress and respond and resolve a broad range of customer requests
  • Works well with people and good communication skills
  • Superior telephone, e-mail and in-person etiquette
  • Ability to effectively prioritize and execute tasks
  • Ability to be organized, share knowledge and work independently as well as collaboratively
  • Able to work in a highly productive environment
  • Able to adapt to changing environment
  • Ability to speak in front of small groups
  • Basic Active Directory Administration
  • Adobe Products
  • Footprints experience a plus
  • Numara Asset Management Platform
  • Dell Laptop/Desktop
  • Symantec Endpoint Antivirus

    PUMA is an Equal Employment Opportunity (EEO) employer. It is the policy of PUMA to prohibit discrimination and harassment of any type and to afford equal employment opportunities to all persons without regard to race, color, religion, sex, national origin, age, gender, physical or mental disability, veteran-status, or any other characteristic protected by applicable federal, state or local law.



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