Desktop Support Specialist

Company Overview

Planview has one mission: to build the future of connected work, from ideas to impact.

As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.

At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod HaSharon, Bangalore, Sydney, and Stockholm. We’re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.

Learn more about our portfolio at planview.com , and connect with us on LinkedIn, Instagram , and Twitter .

The Opportunity

The Corporate IT department is responsible for supporting and maintaining the company’s IT systems and for providing efficient desktop support to all business users.

The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.

The Desktop Support Specialist will provide effective IT assistance across all aspects of the business as a member of the Corporate IT team based in the Israel office.

The position is responsible for supporting and maintaining our end users Desktop operating systems and Microsoft Office 365 environment plus general maintenance of all IT-related hardware/software.

The position provides exposure to a broad range of IT-related projects and activities.

What You'll Do

• 2+ years of Desktop Support experience.
• Managing the Help Desk ticket queue in SolarWinds Service Desk (previously Samanage) as well as Escalating IT issues to the correct teams and the IT manager where necessary
• Provide first level contact and convey resolutions to customer issues
• Meet and exceed SLA’s
• Utilise excellent customer service skills and exceed customers’ expectations
• Follow up with customers, provide feedback and see problems through to resolution
• Knowledge of Office 2013 / Office 2016
• Knowledge of Windows 10
• Diagnosing and resolving technical issues over the phone
• Undertaking small- to medium-sized IT projects as instructed by the IT M anager / Director
• Providing desktop and phone support to end users
• Setting up and configuring new laptops and desktops
• Installing authorised software to laptops and desktops
• Completing internal user moves including phones
• Supporting Zoom Room conference units
• Ensuring licensing for all software purchased is recorded and maintained
• Setting up new users and disabling expired accounts in accordance with HR requirements
• Providing support for MACs
  
  

What You'll Bring

• Ability to work alone and as part of a team
• Ability to work with users from all levels of the business
• Documenting procedures and processe
• Performing basic administrative support duties, as required, to meet specific operational objectives
• Performing miscellaneous job-related duties as assigned by the IT manager
• Working extra hours to meet deadlines as needed and when reasonable
• Providing assistance and support to colleagues in IT-related matters
• Ensuring that a high level of customer service and support is provided to all internal and external customers
• Keep up to date with latest technologies and provide feedback on any improvements that could be made
• Adhering to company protocols and procedures as laid out in the Company Handbook
• Additional responsibilities as requested by the IT manager
  
  

Benefits At Planview

At Planview, you’ll join our global team and culture which reflects the vibrant communities in which our employees live and work. To support you at Planview, you will enjoy:

• Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
• Generous PTO offerings (region dependent).
• Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
• Paid time to volunteer through Planview’s Force for Good Week.
• Employee Referral bonus program.
• Weekly office gatherings and social events.
• Flexible work hours/environment.
  
  

Now is a great time to join our team. If you are looking for a place to grow your career, innovate with best-in-class solutions, and build the future of connected work, Planview is the right place for you!

Diversity, Equity and Inclusion at Planview

As part of our efforts to build a workforce with diverse talent, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience. Reasonable accommodations for the interview process can be requested by emailing [email protected].