Job expirat
Main Accountabilities:
• Answers to the user calls addressed to the Help Line either via phone or E-mail.
• Enters the calls into the help-desk management and monitoring tool, currently Remedy software.
• Ensures first-level technical support to the users in the following areas:
a. Desktop Windows operating system, currently Windows XP.
b. Connectivity to the LAN and WAN, to local and network peripheral equipment (mainly printers).
c. Office productivity tools, currently Office XP.
d. Virus checking tool.
e. Approved applications residing or being used through the user desktop.
• Uses the experience and, in-line with the Service Desk procedures and policy, provides the support needed in identification, isolation and resolution of problems reported by the users.
• Identifies the competency of the call and redirects it, if needed, to the appropriate on-site support or second-level support staff.
• If requested, ensures the user data migration in the process of hardware and/or software upgrade and upon user relocation.
• Shares best practices and experience with the various hardware equipment and software programs and tools with other members of the service desk with the aim to increase over-all user satisfaction and minimize time spent in call resolution.
• Keep abreast of the latest developments in the internal standard desktop hardware and software in order to be capable to supply the service level requested.
Job requirements:
• University degree, preferably in computer science or high school degree, combined with relevant experience.
• 1 to 3 years of working experience; previous work in international companies is an advantage.
• Excellent knowledge of Laptop and Desktop hardware equipment and components and their support.
• Excellent knowledge of Microsoft Windows operating system and Office and their support.
• Basic knowledge of networking (voice and data).
• Fluent in English language, capable of ensuring support to non-Romanian users over telephone.
• Fluent in German language, capable of ensuring support to Austrian or German users over telephone
• Ability to communicate effectively with users and to address their requirements either in person or over phone.
• Ability to learn and to adapt to the new hardware and software standards.
• Ability to work with specialists from many different disciplines and varying degrees of technical experience.
• Flexibility in the schedule. Willing to work in shifts.
• Oriented towards assuring a high quality of the relationship with the customer
• Ability to prioritize own tasks and self organize so that multiple tasks are done at the same time and results are obtained in due time.
• Ability to provide requested information in an accurate, complete way and in due time.
• Ability and availability to put in practice new methods, even if this implies changing the current working style.
• Proposals for improvement of the activity related to his / her own work field, participation to the development of solutions for complex problems.
• The ability to execute, without monitoring, the current tasks. Escalading and monitoring complex and less usual situations.
• Ability to handle stress situations and to effectively adjust to new situations / tasks.
• Documenting in respect with relevant procedures for his / her own tasks, understanding them and applying them accordingly.
• Ability to act in a proactive way.
• Ability to share own experience; provide support, information and solutions.
• Ability to offer and accept feedback, in a constructive way, at all levels of the team.
• Assuming responsibility for providing information to internal / external customers.
• Ability to identify and analyze risks and to communicate them to the direct manager.
• Ability to constantly improve own performance.
• Ability to identify own training / development needs.
• Act as a team player.
• Calm, patience in the relationship with all the parties.
• Strong capacity of persuasion.
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