IT Helpdesk Service Desk Analyst
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Angajator: | Siemens Corporate Technology |
Domeniu: |
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Tip job: | full-time |
Nivel job: | 1 - 5 ani experienta |
Orase: |
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Actualizat la: | 03.08.2017 |
Remote work: | On-site |
We are supporting you to grow professionally and personally, to achieve your goals and to develop your individual career. Find a new opportunity to contribute with your abilities and ideas and to uncover your potential. We are looking forward to working with you within Siemens! Location: Cluj-Napoca Company Description With 110 years of presence in Romania, Siemens is a global technology powerhouse that owns innovative solutions in the areas of electrification, automation and digitalization. Software and R&D play a crucial role at Siemens. The Corporate Technology division in Brasov and Cluj-Napoca is the competence center for research, software development, IT and engineering, which makes the company a major leader in vertical IT technologies. For more information about Siemens please visit www.siemens.ro and http://www.siemens.com/innovation. Description The Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. What are my responsibilities?
- Address and resolve basic incidents and requests;
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude;
- Ensure the end-to-end customer experience and provide a single point-of-contact for the customer;
- Analyze and resolve incidents and requests regarding use of application software or hardware;
- Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete;
- Patch network cables;
- Documents resolutions and updates self-help and staff knowledge bases;
- 1st and sometimes 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Phones, Mobile Phones, Laptops, PCs and Printers;
- Log all calls and emails in the Service Desk Ticketing system;
- Perform other duties as assigned;
- Highly proficient in spoken and written German language;
- Good communication skills in English, both verbal and written;
- Excellent communication skills and telephone manner;
- Demonstrated ability to learn customer support processes and techniques;
- Strong analytical skills;
- Ability to solve problems;
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8 & 10 and Office 2010;
- Ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology;
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups - is a great plus;
- Prior experience supporting customers in use of application software and hardware problems;
- 1-2 years experience in incident management;
- Customer service orientation;
- Attractive compensation package and work climate
- Meal tickets
- Yearly bonus system
- Private health and life insurance
- Private pension
- Personal and professional development through trainings and certifications
- Relocation package
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