Global Service Desk Analyst
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Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.
• Minimum of 1 year work experience in technical customer support area, preferably in a corporate environment
• Excellent written and spoken English, other languages advantageous
• Ability to do shift and weekend work
• Proven ability to solve complex issues
• Demonstrated ability to effectively manage routine and complex engagements simultaneously, producing consistently high quality results.
• Ability to make clear decisions and deal with stressful situations
You will provide Level 1 IT support to the Oracle employees, involving resolution of complex incidents, quality assurance and customer escalations.
• Assessment and resolution of interruptions or reductions of IT services
• Analysis, validation and documentation as part of incident management lifecycle
• Follow standard practices and procedures to identify potential system issues and escalate them if required
• Provide feedback on support delivered and current processes and procedures
• Attendance at various meetings as needed
• Communication within different levels of a business
• Other duties as assigned