Position Summary Job Purpose: To be part of Teleflex’s Global Service Support team, providing World Class IT Service to 10,000+ users across multiple sites.  Working to our core values and supporting our mission statement: “Provide information technology solutions to benefit our customers and increase the value of Teleflex”. Principal Responsibilities Using Remedy the ITSM tool, to track, manage and troubleshoot all incidents in accordance with the established IT procedures and policies Making an initial assessment of requests, identifying problems, resolving or escalating issues and providing accurate resolutions to decrease call backs. Prioritizing outstanding issues and managing user expectation. Workaround identification and testing. Escalating high/critical priority issues using established guidelines and understanding the business impact of critical incidents. Monitoring and escalating issues relative to the appropriate SLA including 2nd, 3rd or expert level support. Keeping customers informed on request status, coordinating second and third line support solutions. Closing incidents and confirmaing resolution with the customers. On-site and remote 1st level technicial support. Installing, configuring and supporting applications, setting up and supporting hardware peripherals. Troubleshooting MS Office applications including but not limited to Outlook, Word, PowerPoint, and Excel. Preparing and submitting audit reports to management. Application Administration, account creation and management in accordance with IT General Controls. Documenting and maintaining Service Desk procedures. Taking over miscellaneous projects in addition to regular Service Desk duties and working in collaboration with other groups within the Global IT organization. General IT administration tasks, good documentation skills to ITIL standards. Education / Experience Requirements Excellent Customer Service approach in providing a World class IT Service.     Diploma or 3rd Level Degree in IT/ Microsoft Certifications/ITIL Foundation preferred Minimum 3 Years work experience in an IT Service Operations or Service Support environment.  With experience of MS Active Directory environment. Experience supporting Microsoft Office applications (Outlook, Word, Excel, and Power Point). Active Directory administration, ITSM, Remote Control tools and SAP experience is preferred User support experience with proven customer focus. Experience of prioritizing workload and ability to work on own initiative Good judgment and problem-solving ability; capable of understanding the impact of issues on both Teleflex and their customers  Specialized Skills / Other Requirements