Helpdesk Coordinator - Fujifilm

Overview

Who We Are

FUJIFILM Electronic Materials, U.S.A., Inc., is a global leader in chemical solutions which enable the semiconductor industry and the digital universe. We have an exciting opportunity at our Mesa, AZ facility for a Helpdesk Coordinator!

With state-of-the-art manufacturing facilities in the U.S., Europe, Taiwan, China, Korea and Japan, local sales offices throughout the world and on-site applications support, FUJIFILM Electronic Materials supplies the world's top tier semiconductor manufacturers with a broad array of products and services used throughout the semiconductor manufacturing process.

The Role

The Helpdesk Coordinator will coordinate the technical support staff on day-to-day operations of our ServiceNow help desk. They will support and coach team members on the effective methods to research, troubleshoot, and deliver solutions.  Trains team members on the helpdesk system, processes, and tools required to track, document, and resolve ticket requests.

External US

Key responsibilities for this role include:

• Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions.
• Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards.
• Ensures the latest product/technical updates and policies are available and communicated to the team.
• Monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency.
• Acts as the escalation point for critical issues and facilitates a final resolution.
• Responsible for creating SOP’s for ServiceNow operations and utilization.
• Leads education sessions on effective uses of ServiceNow as a customer support tool.
• Perform other duties, as required.

REQUIREMENTS

• High School Diploma or equivalent required.
• 5 plus years of experience managing incidents and service requests in a ServiceNow or similar application environment.
• Knowledge of IT best practices and processes.
• Personal Qualities: Patience, Empathy, Active listening, and Sense of urgency. Must be well organized.
• Customer service oriented. Ability to communicate effectively with people from all levels of the organization.
• Demonstrated problem-solving skills.
• Prior experience establishing customer service standards, contributing to improving customer support, and providing feedback to internal teams.
• Ability to manage and publish KPI’s.

MENTAL & EMOTIONAL REQUIREMENTS

• Resilience - Adapting well in the face of workplace stressors, the ability to work effectively and efficiently in high stress and conflict situations, the ability to remain poised under all circumstances, the ability to maintain regular attendance and be punctual.
• Communication - The ability to successfully and professionally express and exchange ideas and meanings with all levels of employees in the organization, the ability to interact appropriately with a variety of individuals including customers/clients, the ability to work as an integral part of a team, ability to interact effectively with people in a positive manner that engenders confidence and trust.
• Reasoning and decision-making - The ability to understand, remember and follow verbal and written instructions, the ability to reason logically and make sound decisions.
• Comprehension - The ability to complete tasks without direct supervision, the ability to simultaneously address multiple complete problems.
• Organizational skills - Ability to multitask without loss of efficiency or accuracy, the ability to work and sustain attention with distractions and interruptions, the ability to perform in situations requiring speed, deadlines or productivity quotas.

FUJIFILM Electronics Materials, U.S.A., Inc., is part of the Fujifilm family – a company that has been evolving and transforming for more than 85 years. Fujifilm is focused on four strategic business areas: Advanced Materials, including electronic materials for semiconductor manufacturing; Imaging; Healthcare; and products and services to support Business Innovation. As a global company, Fujifilm has revenues of $21 billion, with 310 group companies and 73,275 employees worldwide.

FUJIFILM Electronic Materials, U.S.A., Inc. is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability, protected veteran status or any other characteristic protected by applicable federal, state or local law.

To all agencies: Please, no phone calls or emails to any employee of Fujifilm about this requisition. All resumes submitted by search firms/employment agencies to any employee at Fujifilm via-email, the internet or in any form and/or method will be deemed the sole property of Fujifilm, unless such search firms/employment agencies were engaged by Fujifilm for this requisition and a valid agreement with Fujifilm is in place. In the event a candidate who was submitted outside of the Fujifilm agency engagement process is hired, no fee or payment of any kind will be paid.