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Descopera cum talentul tau poate fi folosit la SCC
SCC Services Romania
Published
06/08/2019
Location
Job Type

Description

Ideal candidate:

  • Experience in supporting Windows 7/10 operating systems, Microsoft Office suite (Office, Outlook, Excel, Word, PowerPoint, Access) & performing technical and network troubleshooting;
  • Experience in supporting mobile and tablet devices;
  • General IT infrastructure knowledge;
  • Availability to work in shifts - 24/7;
  • Responsible for actions taken;
  • Strong understanding of priorities and escalation principles;
  • Analytical-approach, attention to detail and multi-tasking abilities;
  • Ability to work under pressure;
  • Has a professional attitude, tact and patience;
  • Logical thinking, fairness, ability to quickly diagnose technical issues;
  • Excellent Customer Skills;
  • Excellent English and / or French in both writing and speaking;
  • Fast learner/ability to adapt to changes quickly.

Considered as advantages:

  • Knowledge of Service Desk processes ITIL;
  • Proven technical skills via certifications (CompTIA, Microsoft MTAs or MCSAs);
  • Knowledge of Nagios monitoring tool.

Job Description:

  • Logging incidents and requests coming from customer end user via telephone, email, self-service & chat;
  • Triage and logging incidents coming from the customer’s network monitoring toolset;
  • Process the ticket with either a first-time resolution or a re-allocation to the appropriate individual/team;
  • Be the primary person managing the lifecycle of the ticket through to conclusion
    • Logging of the Incident;
    • Assign an individual reference number to each Incident;
    • Record, track and update accepted incidents within the Incident management tool;
    • Initial diagnosis of the Incident;
    • Categorisation of the Incident;
    • Prioritisation of the Incident;
    • Escalation where required;
    • Closure of the Incident.
  • Ensure that the speed & flexibility of response meets the business needs and respects the contractual service levels;
  • Ensure effective, rapid response and progression to Major Incidents;
  • Escalation of critical and high priority tickets to line and senior management;
  • To act as the primary interface with the user community actively promoting Service Excellence at all times;
  • To ensure that all IT Support related problems and service requests are recorded in the ITSM tool and regularly updated;
  • Liaise between departments/teams and to act on behalf of the user;
  • Provide knowledge article ideas and continue to improve the team’s knowledge base;
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