Service Desk Specialist

Angajator: Mellon Romania
Domeniu:
  • Internet - eCommerce
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 18.07.2019
    Scurta descriere a companiei

    Mellon Romania, a subsidiary of Mellon Technologies and member of Mellon Group of Companies, was founded in 2001 in Bucharest. Our offering consists of specialized technological solutions and value added services, to serve the increasing needs of financial institutions and organizations with strong consumer transactions business, such as Retail Banks, Public Utilities, Telecommunications Providers and large Private Companies.

    Cerinte

    Minimum High school Degree
    Minimum one year of applicable working experience
    In depth knowledge of fundamental operations of software (MS Office/Windows 7/10), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment
    Experience with ITSM tool (ServiceNow,etc.)
    Excellent understanding of computer hardware and Operating Systems
    Excellent problem solving/troubleshooting skills
    Excellent understanding of Active Directory including Domain, Group, User structure and rights
    Excellent understanding of Microsoft Office suite including Office 365
    Understanding of proxy environment
    Understanding of RSA Authentication
    Good understanding of network topologies and network protocols
    Understanding of VPN concepts
    Excellent understanding of mobile technology
    Fluency in English, any other language is considered as an asset

    Responsabilitati

    Ensure first level Incident logging and resolution, escalation to second level
    Ensure first level Service Request Fulfilment for IT Services
    Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors and record all required Incident details in the Incident Management system
    Actively participate in the Regional Service Desk support channels
    Provide support for various technical areas like Computers, fix and mobile phones, Printers, Applications, Conference systems, User account and access management, etc.
    Provide excellent technical assistance to end users with hands-on and remote methods
    Take ownership and responsibility for assigned Incidents, Requests or Tasks and follow them up until solved and keep the user up to date
    Document in writing as appropriate all resolutions for calls, incidents, requests, and task assignments
    Participate as needed in ongoing IT Site Support projects
    Provide other support or tasks as assigned