Job expirat
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
• 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, ERP.