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Emerson
Service Desk Analyst
Fișa jobului
Description
This role is responsible for Service Desk tasks as, but not limited to, password reset, receiving calls, answering emails and ticket logging, using the request fulfillment and incident management processes in line with the Service Desk objectives. In this role's attributions will be included the analysis of issues and the basic IT Technical Support for a community of approximately 50.000 Emerson worldwide employees.
Responsibilities
Romania-Cluj-Cluj-Napoca
Job Function
Information Technology
Job Posting Date
Nov 21, 2018, 4:05:57 AM
This role is responsible for Service Desk tasks as, but not limited to, password reset, receiving calls, answering emails and ticket logging, using the request fulfillment and incident management processes in line with the Service Desk objectives. In this role's attributions will be included the analysis of issues and the basic IT Technical Support for a community of approximately 50.000 Emerson worldwide employees.
Responsibilities
- Handle e-mails within IT Service Desk Queues and open incidents/requests based on the information gathered from customers;
- Provide first level technical support by responding to queries over the phone or email;
- Limited use and/or application of Service Desk procedures, processes and concepts with close supervision;
- Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct work group;
- Accurately document the details of the requests or issues, raised by users, including the troubleshooting steps performed in the ticket;
- Creates a positive customer support experience through handling concerns in a highly professional manner;
- Adheres to the organization internal policies and procedures including shifting schedule and proper state usage in ININ (Interaction Intelligence System);
- Achieve the targets set based on the standard KPI's;
- Follow specific detailed instructions;
- Follow-up with customer to gain additional information or required documentation;
- Utilize the Knowledge Management Tool in HP Service Manager to respond accurately and effectively to requests or issues.
- Bachelor's Degree preferable in Computer Engineering, or Information Technology, but not limited to;
- Previous experience in Service Desk, or Call Center, will be taken as a plus;
- Demonstrated basic knowledge and experience of the following platform/technology: Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher), MS Office Products, HP Service Manager, Local Area, Wide Area and Wireless Networks, Share point 2010/2012, ITIL v3 Foundation;
- Good English written and oral communication.
- Previous experience in Global Support will be taken as a plus;
- Attention to details;
- Strong analytical skills;
- A practical mindset.
Romania-Cluj-Cluj-Napoca
Job Function
Information Technology
Job Posting Date
Nov 21, 2018, 4:05:57 AM
Nivel de vechime
Începător
Tip de angajare
Full-time
Ocupație
Tehnologia informației
Sectoare de activitate
Producție electrice/electronice