Service Desk Analyst - Tier 1

Description

The role of this position is primary answer person for the Service Desk. Answer calls live, and minimize callers wait times in the hold queue while effectively triaging technical problems and service requests. Provide technical support to Emerson end users for resolving hardware, software and user access issues via phone and email; includes employing best practices to resolve the problems, routing trouble tickets to appropriate technicians for resolution and escalating issues to Tier I for more complex diagnosis. Handle administrative tasks and desktop configuration tasks when not handling calls. This position requires effective oral and written communications skills in designated language(s).

Responsibilities

• Provide tier I support for all hardware/software services via telephone, e-mail, and walk-ins in a courteous and professional manner. Route and/or escalate more complex requests to appropriate Tier II support technician.
• Provide telecoms services for adds/changes/deletes. Follow up to ensure telephone services are maintained. Troubleshoot problems on extensions and v-mail. Assist users in changing passwords and train users on v-mail access/usage.
• Research hardware/software problems for end users by applying standard procedures and best practices. Ensure Emerson IT Shared Service’s Service Level Expectations are maintained.
• Install, troubleshoot and support Microsoft Office Products. Identify and learn appropriate software and hardware used and supported by the organization.
• Record, track, and document all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Monitor and coordinate SPAM control process. Evaluate SPAM email for validity allowing appropriate emails to pass.
• Train new users on computer software and hardware tools via the phone.
• Other duties as assigned.
  

Requirements

• 1-2 years plus technical phone support experience
• 1-2 years experience with voice services
• 1-2 years experience with SPAM control and anti-virus tools
• Experience training users on basic software and hardware functions via phone
• Proven analytical and problem-solving abilities
• Exceptional customer service orientation and written and verbal communication skills
• Knowledge of computer hardware, including Intel based desktops, laptops, and servers
• Experience with desktop operating systems, including Exchange, Outlook and Windows Office products
• Support experience with PDAs.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Experience working in a team-oriented, collaborative environment
• A+ Certification a plus
• Ability to share after-hours on call duties with other technicians
• Ability to work flexible shifts including nights and weekends
• Fluent in German
  

Primary Location

Romania-Cluj-Cluj-Napoca

Job Function

Information Technology

Job Posting Date

Feb 1, 2019, 9:05:34 AM