Published: 2023-11-02 12:19:13
Company: GUERBET CZECH REPUBLIC s.r.o.
City: Praha
Type: Práce na plný úvazek
Link: https://www.jobs.cz/pd/2000090167/?rps=386&utm_medium=jobsbox
We have established EMEA IT Service Desk Support Team in Prague servicing all of EMEA region operations and are seeking talented individuals with IT knowledge and excellent communication and customer service skills to join us. The position reports to the EMEA IT Service Desk Team Leader and is part of a team who is responsible for providing technology assistance to various Guerbet business functions located in the EMEA region.
This role is responsible for providing effective day-to-day delivery of support services and functions. The EMEA IT Service Desk Team is expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests.
The role of IT Service Desk Specialist is to support customers during their raised questions and issues, monitor and manage delegated infrastructure devices. Cooperate with other responsible teams for network and servers to ensure that all devices are running as they should and their proper refreshment cycle is met. Be point of contact for the internal IT Service Desk colleagues, guide, support them help to improve their knowledge. Do deeper analyses and diagnose of upcoming queries as well as keeping users informed about progress, providing outstandirng customer service at every stage. Hardware life cycle monitoring and refreshment or cooperation with other teams. Work with the local or remote vendors to implement selected solutions. Participate in global, regional or site specific projects as requested.
Principal Responsibilities of the role:
* Resolution of various technical problems and answering internal and/or external customer queries from specific technology areas such as computer hardware, software, network and telecommunications systems.
* To receive system related incident and information request calls from users of IT services via ServiceNow ticketing system, emails and telephone calls. Deal knowledgeably with the calls either by resolving or passing the call to the most appropriate person/team for resolution.
* To keep customers informed of the progress of incidents and requests by updating ServiceNow in a timely and accurate manner. Ensuring that others can interpret the data and allow communication of progress to the customer and EMEA Support team.
* Diagnosing, identifying, isolating and analyzing problems.
* Routing unresolved queries to other specialists within the IT team.
* To assist and undertake the training of staff and keep up to date all new releases and relevant documentation of IT systems.
* Assist with the implementation of IT systems across the Group.
* Setup and administer new users, passwords and permission’s.
* Working with external suppliers and vendors to achieve timely resolutions to incidents and requests where services are supported and/or hosted by third parties. Liaise with third party support companies.
* Managing multiple requests at the same time whilst keeping a level head and maintaining high standards of customer service.
* Analyse End User requirements, impact on the business (Functional and Technical), for any change requests.
* Cooperate, train and support the rest of the Service Desk team.
* Be point of contact for EMEA locations and investigate, troubleshoot and plan local needs related with HW and Software. Contact and share details with other IT teams to deliver planned changes and projects.
* Plan computers refreshments and make sure all systems are up to date and compliant with internal rules.
* Escalate issues and new ideas to the line manager.
* Attend requested technical and project related meetings and calls.
* Provide for the implementation, configuration, deployment and support of systems, including, but not limited to client computing devices and servers
* Set up cost monitoring and reporting systems and procedures
* Create, analyze, report, convert, or transfer data, using specialized applications program software
* Provide training to new employees and other training sessions as required
* Domestic and International travel as required.
* Perform other duties as assigned by management.
Requirements / Expectations:
Education:
* High school or higher
Experience:
* A minimum of 3 years of operational experience.
Preferred Skills/Qualifications:
* Fluent English and French is a must, and other European Languages an advantage
* Happy to help
* Ability to adapt to changing conditions
* Willing to learn and transfer knowledge
* Ability to work independently and also coordinating the Service Desk activities
* ServiceNow ticketing system
* Senior with Service Desk functions
* Senior with project management, regular tasks follow-up and proper timelines communications
* Creating technical documentation and standard operational procedures
* Can independently resolve a variety of call types (password issues, software pushes, mobile devices configuration / troubleshooting (C/T), Windows OS C/T, MS Office C/T)
* Familiarity with: Windows 7/10/11, MS Office 365, MS SCCM, Zscaler, Cisco AnyConnect, AD DHCP, DNS, IP, (S)FTP, HTTP, HTTPS, SEP antivirus.
* Capable of asking appropriate probing questions in order to gather sufficient information, identify the scope, set the appropriate priority level, and determine the direction to take with the ticket.
* Able to effectively communicate with customers on the phone and professionally address their requests
* Works as liaison between users and corporate / outsourced support personnel, coordinating support activity to drive issues to root cause and correct issues affecting users in the region or globally if requested.
* Maintains plans to ensure the continuity of critical business functions and minimize information loss in the event of a disaster for local office and sites in region.
* Experienced with complex international End-User complaints
* Ability to coordinate with other IT groups or suppliers
* Priority management
* Familiar with Service Desk functions and transfer of knowledge…