Service Desk Support Associate

A lucra la Timken înseamnă a lucra cu zeci de industrii, la proiecte care au potențialul de schimba lumea. Oriunde v-ați uita, noi suntem acolo, îmbunătățind fiabilitatea, ridicând ștacheta eficienței și stimulând sustenabilitatea. La acest lucru ne-am concentrat de peste un secol. Și în fiecare zi căutăm noi oportunitati de a-i ajuta pe partenerii noștri să atingă niveluri noi de reusite.

Bachelor’s degree in IT, Computer Science or relevant field;
Proven experience as a help desk or other support role;
Advanced English language skills; French language is an advantage;
The ability and willingness to learn about IT environment and tools;
Communication skills (Empathy for customer/ caller situations; Polite, courteous with consistent positive attitude and voice; Patience and perseverance).

Nice to have:
Other European languages;
The ability to provide effective support remotely;
The ability to analyze and resolve Help Desk incidents;The ability to analyze, and escalate problems with detailed documentation (avoiding duplication of effort and facilitating resolution.

Good understanding of computer systems, mobile devices and other tech products;
Ability to diagnose and resolve basic technical issues;
Answer/log and document phone calls and email requests;
Provide remote PC support for Timken operations across Europe and local support for Timken operations in Romania;
Resolves Incidents and performs initial troubleshooting with the User. This involves logging Incidents, and attempting to resolve them directly over the phone with the User (or via email), in English or in other language. If immediate resolution is not possible, the Incident is assigned to Problem Management;
Resolve incidents and escalate problems to the SAP Solutions Teams/Problem Management groups;
Timely follow-up and closure of all incidents/escalated problems;
Mentoring end users on calls/emails;
Maintain quality entries in the knowledge base and problem tracking tools.