IT Service Desk Specialist with English

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Employer: Ayvens
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 24.06.2024
    Remote work: On-site

    .                                                        IT Support Associate with English

      The IT Support Associate will provide front-line primary technical support to end users on various technical requests, incidents and and problems relating to accesses to tools and platforms, the IT infrastructure, hardware and applications.

    Key responsibilities:

    • IT First level support (software + hardware) + escalations to external support partners · Provide exceptional customer service via phone, email, ticketing tool or chat, as appropriate.
    • AD User administration and maintenance of coherent access rules.
    • New starter setup and induction · Termination of leavers · Prepare IT Service Desk work instructions and procedures
    • Asist with implementation, maintenance, changing and testing new applications or services.
    • Report and document security breaches; prevent unauthorized access to data and resources
    • Offer user support for all IT applications within LeasePlan entities.
    • Investigate requests for support and determine the proper immediate actions to take. If second level support required escalate requests to appropriate team/person.
    • Monitor progress of requests for support and ensure users and other interested parties are kept informed.
    • Analyze, resolve and document the support tickets assigned which require interaction with business users.
    • Keep permanent communication and interaction with all members of IT Global Service Desk team and also with the supported end users.
    • Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training.
    • Administration of security controls by processing access requests;
    • Providing support regarding information security access problems;
    • Establishing and maintaining correct access rules defining who has access to which data sets under what circumstances;
    • Preventing unauthorized access to data and resources on the network;
    • Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
    • Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
    • Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep updated on relevant work instructions and information.
    Qualifications and requirements:
    • Familiarity with IT Support /governance principles and processes · Principles of troubleshooting and analysis.
    • Beginner MS Office (Excel, Access) skills
    • Familiarity with different IT systems and tools an advantage
    • Previous Citrix experience as an advantage

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