Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!
Job Summary
This role provides essential frontline technical support to end users
for all areas of the business. Provides level-one support to remove
obstacles keeping business users from performing work normally.
Performs basic troubleshooting and gathering information to resolve
or escalate issues to the appropriate team as needed.
Key Performance Indicators
Operating within the Rentokil NA IT Service Management framework
and following ITIL foundational structures in all approaches. Working
closely, collaboratively, and cohesively with IT Colleagues and
Business teams alike to ensure support-related services are
delivered in a timely and effective manner.
Principal Duties and Responsibilities
● Receives and handles colleague requests for support or fulfillment through inbound interactions
such as calls, chat, service tickets, etc following agreed procedures. Responds to requests for
support by providing information to enable incident resolution and promptly allocates unresolved
calls/tickets as appropriate. Maintains records and advises relevant persons of actions taken.
● Under direct supervision manages daily support incidents in line with documented guidelines
and procedures
● Attends team operational meetings and training to remain current with system and process
changes as they occur.
● Utilizing system knowledge documentation and following agreed procedures, provides
instruction and best practice to users on systems, products and services.
● Organizes and presents sound information and advice on issues such as licensing of software,
and legal obligations such as compliance with the Data Protection Act.
● Ensures that all requests from users for assistance are handled promptly and effectively such
that agreed service levels are met; is proactive to ensure that users receive appropriate personal
advice and guidance, and make effective use of the facilities available to them.
● Responsible for following all ITGC/security policies as they relate to accessing and providing
access to systems and applications. The colleague will also provide knowledge to colleagues to
ensure said access is used in a compliant and secure manner.
CANDIDATE SUMMARY
Required Experience
● This is an entry level position; 0-3 years of experience required
● Working in a Service Desk providing support to a complex customer base
● Diagnosing and resolving complex IT-related support requests (hardware, software, and
applications)
Required Leadership Traits and Characteristics
● Has good interpersonal skills. Is well-organized and practical. Pays careful, close attention to
detail. Has an understanding of installing many of the items of hardware and/or software to be
found in own organization; has also acquired expertise in all areas of installation
● Teamwork - Working cooperatively (rather than competitively) with others to achieve a common
goal.
● Is thoroughly familiar with the concepts and practices required to implement effective IT
solutions, particularly those employed in their own organization.
● Is competent in problem-solving within the context of controlling information and
communications technology assets and changes to information systems.
● Has a wide knowledge and understanding of Information Systems concepts and practice
Controls IT assets in one or more significant areas, ensuring that administration of the
acquisition, storage, distribution, movement, and disposal of assets is carried out.
● Familiarity with relevant methodologies, tools, and techniques
● Ability to quickly learn the objectives, structures, operations, and policies of a new business area
● Ability to engage both IT and business partners to determine the explicit/implicit their
requirements, documenting in business case or requirements summaries
● Ability to communicate complex technical information in a condensed manner to various
stakeholders verbally and in writing
● Intellectual curiosity and business acumen
● Customer focus - Understanding the needs of the internal or external customer and keeping
them in mind when taking actions or making decisions.
Why Choose Rentokil ?
A career with Rentokil can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what Rentokil has to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
Multiple avenues to grow your career
Rentokil is a Drug Free workplace
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Savings and Retirement
Work-Life Balance
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility
We are looking for individuals who want to make a difference where our customers live and work. Is that you?
Our companies are proud to be Affirmative Action (AA) and Equal Opportunity Employers (EOE) inclusive of veterans and those with disabilities.
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