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Technical Service Desk Analyst with English

Sofia, Bulgaria
Job ID: 46203


What are the essential job responsibilities?

• 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
• Utilizing all available methods to resolve incidents (phone, email, chat, remote control/assist software)
• 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 manner

Skills & Qualifications:

• 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
• Excellent command of English   

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