Adăugate 3 months ago

Service Desk Engineer (L1 with French or Dutch)

LocațieBucuresti, Bucharest, Romania PP Adecco

Tipul Job-uluiSpecialist

Dată2019-04-08

CategorieIT and Telecommunications




Service Desk Engineer (L1 with French or Dutch)


Adecco Romania is now looking for 4 Service Desk Engineers (level 1 support) for one of its clients.
The IT Service Desk is an extremely important resource for any corporation; it provides employees with a central point of contact when having issues with IT services or equipment. Service Desks are staffed by personnel with broad technical knowledge and who can assist employees by trouble-shooting and solving their issues. The service Desk Engineer will provide first level software, hardware and networking support through:
• Fielding incoming help requests by providing first level IT support to either provide First Line resolution or escalate incidents in a timely manner.
• Provide updates within the stipulated period and track open incidents until closure.
• Provide tech support over Phone/Emails and Chats.

MAJOR JOB DUTIES AND RESPONSIBILITIES
• Provide in-house IT support to end users via Phone, Email and Chat.
• Provide support in fluent written and spoken English and at least one other European Language as defined.
• Diagnose and resolve
1. Virtual / physical desktop support problems
2. Hardware issues (printer, iPhone/Android configuration and other peripheral devices)
3. Software (outlook configuration, OneDrive, OneNote, other MS applications.,)
4. Network related issues (VPN, WIFI etc.,)
• Install applications and updates through SCCM.
• Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication and customer support.
• Administer and support user accounts on AD, Office 365 and business critical applications (SAP, Salesforce, QlikView etc.,)
• Correctly logging Incidents, categorizing and prioritizing them in line with process and follow-up until closure.
• Properly route incidents to resolver teams for out of scope issues and maintain updated knowledge base repository.
• Identify and prioritize incidents requiring immediate/urgent attention.
• Co-ordinate problem tickets with internal teams, POC for liaising with business users and the resolver teams.
• Handle Identity access management requests through Service requests.
• Identify and suggest possible improvements on procedures.
• Adhere to company policies and consistently achieve KPI targets defined for the process.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Provide 1st level support to users throughout the business via phone, chat, email, or ITSM
• Work on aligning SOP, knowledge- and document repositories
• Provide daily Status Report and escalations to Team Leader
• Performs other duties as assigned.

QUALIFICATIONS
 Ability to speak and write fluently in English and at least one other language (the additional language can be either French, Dutch or German)
 1 to 2 years of proven experience in providing support to business users on PCs, Printers and end user applications.
• Excellent knowledge of supporting office products and suites (O365) and Experience in supporting end-users in a Microsoft Windows 10 / O365 environment
• Bachelors degree in an IT related field or combination of education and technical training
• A+/N+, Microsoft Certification is an added advantage.
• Good knowledge of supporting mobile technology (both OS and hardware)
• Basic knowledge in understanding networking protocols, fundamentals and architecture
KNOWLEDGE SKILLS AND ABILITIES
 Strong IT technical and trouble shooting skills.
 Excellent written and oral communication skills and knowledge on fundamental operations of commonly used software, hardware and other equipment.
 Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
 Multi–tasking abilities & time bound performance.
 Good interpersonal skills and ability to work well with others.
 Customer Orientated and collaborative team spirit.
 Analytical & cognitive thinking.
 Process orientated approach and results driven.
 Natural aptitude for troubleshooting and problem solving
 Continual improvement and innovation.
Aplică acum adecco/job.cancel

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