Job expirat
The IT Technical Operator will be handling frontline queries received from various sources including, however not limited to email, telephone or monitoring system. The post holder will work as part of the IT Infrastructure Support team and it is vital that the post holder has excellent communication and customer care skills.
The IT Technical Operator will work closely with colleagues in IT Infrastructure Support and any other Company Departments or clients and will use specific IT Service Management software to record incidents and service requests.
Responsibilities:
• First point of contact for Customers for raising IT service incidents or requests via email, phone, instant messaging, monitoring system or any other agreed channel
• Monitor Customer IT infrastructure alerts using specific tools
• Communicate with requesters in a clear, positive, and professional manner.
• Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
• Log and classify each incident or request using Service Management tools
• Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfilment
• Escalate incidents or requests to appropriate support teams in case resolution is not possible at Operator level
• Keep Customer updated on agreed intervals, based on Service Level Agreements
• Provide details on cause, resolution or steps using non-jargon terms
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation;
• Act as an interface between Customers and IT Infrastructure support teams
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
Skills:
• Fluent in English
• Exceptional written and oral communication skills
• Working knowledge of a range of diagnostic utilities and ticketing application (OTRSl), including incoming transactions/telephone recording monitoring tools/utilities
• Passionate about technology, even if you don’t have previous experience in IT
• Motivated, with strong problem solving skills
• Open to working with demanding customers and deliver to tight deadlines
• Fast learner
• Good team player
• Competency in MS Office Suite
• Familiarity with the fundamental principles of ITIL/SLA
• Ability to work any shift - we provide IT support coverage 24/7
• Helpdesk or Service Desk experience in professional environment will be a plus
Infotech System Solutions este o companie partenera a grupului francez Haulotte.
Echipa noastra este este formata din specialisti in servicii IT de administrare sisteme informatice: administrare computere de birou, portabile si echipamente periferice, administrare servere, administrare infrastructura retea, consultanta IT, proiectare si executie lucrari infrastructura IT.
Suntem specializati sa planificam, sa construim, sa livram si sa maximizam beneficiile rezultate din aplicarea celor mai bune solutii si servicii pentru ca obiectivele necesare business-ului dumneavoastra sa fie atinse.
Serviciile noastre inovatoare de outsourcing si de administrare infrastructura, ajuta clientii sa: reduca costurile, elibereze resurse interne care pot sa se concentreze pe imbunatatirea strategiei, reduca riscurile, imbunatateasca livrarea servicilor IT, printr-un serviciu IT flexibil.