DE Tools - Tier 1 Helpdesk Support Student

Angajator: Nokia
Domeniu:
  • Customer support - Client service
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: Student/Absolvent
    Orase:
  • Timisoara
  • Actualizat la: 17.10.2017

    Job description

    Mission

     

    Provide helpdesk and project support for the different programs within the NOKIA Delivery Excellence (DE) tools team to serve other delivery organizations within Global Services (GS)

     

    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 the GS/DE Tools / PM-NI-FF domain.
    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 DE TOOLS PM/NI/FF domain and 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 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 information management
    • Ability to work within a virtual team in a multicultural environment
    • Working knowledge of MS Office applications, especially Excel
    • Ability to learn new tool functionality and process
    • 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 Nokia on-line collaboration tool and On-line SharePoint (for purpose of information administration, not system administration)
    • Must be able to communicate effectively via phone, email and using collaboration tools (i.e., Jabber, WebEX) with remote users
    • Excellent English communication skills. Written and spoken fluency in another language is helpful
    • Limited travel (for training) may be required and work flexible/non-standard hours as needed