Helpdesk Support Team Lead

Angajator: Key Talents
Domeniu:
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: peste 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 26.11.2020
    Scurta descriere a companiei

    We build strong relationships based on highest level of integrity, quality and quality.
    Key Talents provides a various rage of services to companies and individuals focusing on recruitment, training, career advisory, QA audit, IT consultancy services, QA training delivered for individuals or client’s internal teams.

    Cerinte

    Professional Knowledge
    Installing, configuring and deploying workstations for new employees/broken workstations
    Troubleshooting computer hardware
    Assisting and instructing employees at installing and using new devices
    Operating software deploying system
    ZOOM App and Zoom Room Knowledge
    Working with Ticket System and under SLA; Active Directory (User management, Group management, GPO, ); Office 365 (Teams, One drive, Skype, outlook, )
    Knowledge with MAC iOS and support experience
    Knowledge with Network (switches, TCPIP, DHCP, VPN, Troubleshoot with sniffer)
    Installing network printers, troubleshooting
    Checking security software installed on workstations

    Requirements:
    Proven work experience as a Help Desk manager more the 2 years in a large global company
    Team management skills
    Ability to create support process and working methodology
    Customer-service oriented with a problem-solving attitude
    Solid technical background with an ability to give instructions to a non-technical audience
    Making sure for staff to always provide exceptional customer service
    Planning and implementing office policies and procedures
    Measuring and preparing reports on KPIs
    High level of accuracy and attention to detail
    Proven experience managing IT infrastructure and services
    Hands on experience with help desk and remote-control software
    Excellent written and verbal communications skills

    Responsabilitati

    Role
    The IT Help Desk is the central point of contact for all IT related incidents and service requests. The role of the Support Technician is to provide second support for all company users. Support Technician is responsible for resolving complex support requests with computer hardware, software, meeting room and network systems, as well as meeting customer satisfaction and continuous service delivery demands. Provides research and support for new technologies to be used within our environment. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.