Global Service Desk Analyst, Global IT
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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.
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
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