Internship - Central Practices and Programs Helpdesk Support

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Employer: Nokia
Domain:
  • Customer Support - Client Service
  • Internship
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • Timisoara
  • Updated at: 12.11.2016

    Description 

    Provide helpdesk and project support for the different programs within the FF Central Practices and Programs /Implementation Organization. The role will primarily involve providing tier 1 support to global users via e-mail, instant messaging and telephone for various tools and processes being deployed by the team. It involves answering and resolving user configuration/usability questions and escalating any issues that require additional support or development. The role is evaluated based on the ability to solve a high percentage of non-development issues. The role can also involve generating reports, working with Microsoft Office tools, placing information on on-line collaboration sites and providing other general support to the team. Candidate will be trained on all internal tools and processes.

    This is a global role based in theFF Central Practices and Programs/ Implement organization that has a charter to drive the per country implementation of the Central Practices and Programs solutions (Processes, Methods, Tools, support systems). Also, due to the nature of the global support function, it could require working non-standard hours.

    Key Responsibilities
     
    • Providing level 1 helpdesk support for various tools and processes being rollout out by the implementation team by resolving (i.e., configuration and usability) user questions
    • Collecting necessary information to successful escalate issue that require more in-depth support or development
    • On-going learning about new tools, new tool capabilities and new processes
    • Supporting the team with data collection and reporting
    • Collecting data, producing reports and dashboards
    • Managing Engage Yammer groups (i.e., On-line collaboration tools) to share information
    • Managing SharePoint sites and information to share information
    • Providing other support using MS Office tools as may be required by the team
     
    Key Deliverables
     
    • Successful resolution of issues that do not require development (i.e., configuration and usability)
    • Complete documentation and data collection for issues that require higher level support or development and successful routing of the to the correct team for final resolution
    • Generation and delivery of necessary reports
    • SharePoint & Yammer information management
     
    Qualifications
     
    • Working knowledge of MS Office applications, especially Word, Excel and Project
    • Ability to learn new tool functionality and process
    • Ability to work effectively within a virtual team environment
    • Ability to quickly assess user questions and provide solutions or determine higher level support is required
    • Ability to effectively summarize detailed information via Excel into summary and management level reports
    • Ability to learn and use Yammer (i.e., on-line collaboration) and SharePoint (for purpose of information administration, not system administration)
    • Must be able to communicate effectively via phone, email and using collaboration tools (i.e., Lync) with remote users
    • Excellent English communication skills. Written and spoken fluency in another language is a bonus
    • Ability to work in a multicultural environment and work flexible/non-standard hours as needed