Cégleírás / Organisation/Department
Our partner is one of the world's leading IT services companies. They provide customer-driven consulting, design, systems integration, implementation and operations. Their service portfolio span across Cloud Services, Smart Spaces, Business Applications, Security & Compliance, Field & On-site Support, Service Desk and Network Services.
Job Purpose:
Jobholders are required to respond to a volume of customer contacts, providing a high degree of client satisfaction. Provide second line technical support to clients, advanced applications/systems knowledge, and the ability to analyze, diagnose and resolve
...
complex client problems in a Shared Desk environment.Pozíció leírása / Job description
- Carry out advanced level of troubleshooting on operating system issues, network availability and reachability
- Provide accurate and creative solutions that meet pre-defined quality measures
- Take enquires via standard contact channels
- Initiate outbound calls to end users for remote troubleshooting and assistance
- Utilize automated diagnostic programs to solve network issues
- Use helpdesk software to log calls with descriptions of issues, progresses, and solutions
- Initial triage and resolution of incidents using various ITSM tools
- Extend technical support to other resolver teams
- Ensure that tickets raised per shift are treated as per SLA, escalate as defined in the escalation matrix
- Train and coach junior colleagues
- Provide technical input to knowledge base update/creation where necessary
- Ensure compliance with all management systems for quality, environment, and information security for the dedicated area
- Cooperates in process reviews, improvement projects and
audits
Elvárások / Requirements
Main requirements of the role:
- 2-4 years of experience in a helpdesk environment
- Knowledge of ITIL v3 processes
- Advanced spoken and written English and German or French language skills
- Good communication skills
- Good analytical skills
- Solution driven mindset
- Active listening
- Open-minded personality
Nice to have:
- Knowledge on Change management, Capacity management and
- Problem management
- Experience in Unix/Windows server administration
- Experience in storage, virtualization, backups (vCenter and VM)
- Experience on NetBackup
- Knowledge on Networking concepts
Amit kínálunk / Offer
- Multicultural environment with 25+ Nationalities
- Language Allowance
- SZÉP Card
- Sign-on bonus
- Union Private Health Insurance
- Fitness pass: 8 free sessions per month in the Life 1 and Gilda Max gyms
- Free online training programs on Udemy and NorthStar
- Flexible hybrid and remote work is possible
- Employee Assistance Program (provides professional help with your mental and physical health, finances, and legal issues)
Kapcsolattartó / Information
Dóra Gosztola
dora.gosztola@randstad.hu