Helpdesk Analyst II.
Getronics Global Service Centre Zrt.
Job Purpose:
- Provide second-line technical support to clients, advanced applications/ systems knowledge, and the
- ability to analyse, diagnose and resolve complex client problems in a Shared Desk environment.
- Jobholders are required to respond to a smaller volume of calls and within a longer talk time than
- first-level support analysts while also providing a high degree of client satisfaction.
Responsibilities:
- Carry out the advanced level of troubleshooting on operating system issues, network availability and reachability.
- Provide accurate and creative solutions that meet pre-defined quality measures.
- Take enquiries 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, progress, 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 and escalate as defined in the escalation matrix.
- Train and coach junior colleagues (if specifically instructed by Team Manager)
- 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.
Requirements:
- 1-3 years of experience in a helpdesk environment
- Knowledge of ITIL v3 processes
- Advanced spoken and written English language skills.
- In combination with another foreign language is a plus
- A mix of analytical ability and customer-focused communication skills
- Solution-driven mindset when facing problems.
- High level of emotional intelligence: Active listening, Self-awareness, Open-mindedness
- To be able to use a computer and the main software packages (MS Office 365) confidently.
Munkavégzés helye
Budapest