IT Helpdesk Service Desk Analyst

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Angajator: Siemens Corporate Technology
Domeniu:
  • Inginerie
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Cluj Napoca
  • 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;
    What do I need to qualify for this job?
    • 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;
    Nice to have
    • 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;
    What else do I need to know? Benefits Siemens is investing in you to ensure your satisfaction, motivation and performance.
    • 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
    To apply directly on our career page, please use the following link: www.siemens.ro/cariere

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