Your Role with the Company:
- Recording and processing incidents and service requests according to process specifications.
- Communicating with users to understand issues and known solutions.
- Closing and documenting incidents according to process specifications.
- Forwarding incidents which cannot be resolved by the IT Service Desk to the specialist groups in the downstream support in line with the process specifications.
- Initiating escalations via designated management according to process specifications.
Background Profile:
- Experience of customer service ideally gained in a customer facing environment
- Flexibility to work shifts
- Experience with Windows Client
- Experience with Microsoft Office
- Basic knowledge of the Windows Active Directory and domain concept
- Basic knowledge of PC hardware and mobile devices (e.g., PDA, MDA, Apple/Android products)
- Network knowledge (TCP/IP)
- Experience with VMware
- Fixed network telephones, cell phones, VoIP telephones
Soft Skills Profile:
- Able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management
- Ability to efficiently resolve customer’s problems and escalate further as appropriate according to Company procedures
- Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
- Ability to work well under pressure, set priorities and comfortable making decisions
- Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
All your information will be kept confidential according to EEO guidelines.
