Experienced Technical Service Desk Analyst
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Job ID: 43876
Description Upgrade your talent by:
• Acting as the initial point of contact for phone calls, chat and emails from associates regarding IT issues and queries• Performing initial and some more complex troubleshooting with the aim to resolve at first call or escalate quickly and correctly if unable to resolve• Utilising all available methods to resolve incidents (phone, email, chat, remote control/assist software)• Adhering to response and escalation SLA’s• Must be able to work in a 12 x 5 support environment and interact with customers from various countries• Strong support queue management discipline to ensure that all tickets are up to date and to help others if necessary• Taking ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannerYou'll be a great fit, if you have:
• University degree and/or training requires such as degrees, courses or study, certifications• 2 years previous IT Service Desk and/or Call Center experience preferable but not essential• Basic User & Security Group Active Directory administration exposure (Account Unlock, Password Reset, Account Modification, Group Modification)• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 и Office 365• Experience with using and troubleshooting Outlook 2013/2016/O365 within a network environment• Fluency in English