IT SERVICE DESK ANALYST - CLUJ

We #changelives! Descoperă oportunități globale cu GI Group Holding, un pionier în servicii HR care valorizează și promovează evoluția carierei tale.

Parte a unei echipe de peste 6700 de specialiști prezenți în 34 de țări, noi ne angajăm să dezvoltăm piața muncii prin soluții inovatoare și personalizate. Alege să lucrezi într-un mediu care apreciază valoarea personală și profesională.

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· 3-5 years of Customer Service experience and good knowledge of the Microsoft Platform, Networking, Printing, Citrix, Exchange;
· Strong problem solving and communication skills;
· Very good in English verbal and written – knowledge of French/German is an asset;
· Ability to listen and identify IT-related issues, articulate technical instructions to support our clients over the phone using Topdesk as incident management platform;
· Ability to collect, examine, and analyze data from a variety of sources and offer solutions;
· IT and ITIL related certification is considered as an asset;
· Flexible, adaptive, punctual, willing to learn, team player are key aspects for this position.

· Answers user calls and responds to customer incidents and problems;
· Creates and resolves tickets according to service level agreements;
· Transfers tickets to other teams as required for resolution or escalates to supervisor;
· Ability to work under pressure and recognize the importance of teamwork in the support environment;
· Follows up with customers to validate that the issue has been resolved;
· Works with abroad support teams to resolve tickets as required;
· Monitor company infrastructure alerts using specific tools;
· Identifies areas for Continuous Service Improvement.