Service Desk Support Specialist

**Description**

Service Desk Support Specialist

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?

Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace and is committed to helping our partners accelerate their digital business success by leveraging our hyper-scale platform technology, an infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.

Ingram Micro is a master Cloud Service Provider (mCSP), offering channel partners and professionals access to a global marketplace, expertise, solutions and enablement programs that empower organizations to configure, provision and manage cloud technologies with confidence and ease.

About the job.

As the Service Desk Support Specialist, you will be accountable for the overall partner experience, including providing assistance to our resellers on their Billing, Order placement, and Technical inquiries.

What you can expect to be getting up to as a Service Desk Support Specialist
- Accurately and efficiently log all issues and status updates in our internal tracking system
- Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success
- Evaluate and provide resolution for complex customer Billing inquiries
- Reconcile invoices provided by the customer and/or other internal departments
- Explain charges to our customers to enhance their understanding of billing processes and policies
- Initiate adjustments to customer billing charges where appropriate and communicate outstanding amounts to customers
- Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end-user issues
- Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)
- Primary focus will be one Microsoft O365 suite

In order to set you up for success, we are looking for the following skills and experience
- Excellent verbal and written communication skills
- Excellent analytical and problem-solving skills.
- Strong knowledge of Microsoft O365
- Ability to prioritize user requests effectively and manage user expectations.
- Ability to balance attention to detail with expeditious execution in a fast-paced working environment
- Passion for driving exceptional customer experience.
- Previous experience troubleshooting and debugging SaaS cloud solutions is an asset
- Understanding of related terminology and concepts,
- Strong analytical and problem-solving skills

Ingram Micro’s mission is to help businesses fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy

Who we are

Ingram Micro is the global leader in technology and supply chain services with an extensive array of resources to drive market and customer growth, while bringing unique insights that enable businesses to realise the promise of technology.

Enabling our partners and vendors to operate more efficiently and successfully in the markets they serve, we are proud to be associated with names such as Microsoft, Apple, Cisco, Hewlett-Packard and Lenovo.

With our vast global infrastructure and focus on cloud, mobility, supply chain and technology solutions, Ingram Micro enables business partners to operate more efficiently and successfully in the markets they serve. No other company delivers as broad and deep a spectrum of technology and supply chain services to businesses around the world. But none of this is achievable without great people, with a complete customer focus.