Analyst IT Support

发布日期 Posted Date 1 month ago(8/4/2021 9:53 AM)
国家 Country
城市 City
招聘人数 # Positions

Overview 综述:

The Service Desk Analyst provides Level 1 remote technical support globally to Celanese employees and customers for software/hardware incidents, requests and inquiries as they relate to maintenance of desktop computers and related systems. This position reports to the Service Desk Team Leader.

Responsibilities 职责:

  • Answer incoming calls to the Service Desk
  • Provide first line response for users requiring assistance with issues relating to PC's, Microsoft Office, applications and basic network communications
  • Provide basic administration of Access Management, End User Management, accounts and passwords
  • Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool
  • Escalate incidents to the appropriate IT operations resources in accordance with established procedure
  • Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
  • Drive the assigned Project activities
  • Follow the monthly shift schedule and arrive before shift start
  • Ensure continuous availability during shift in the telephony system following the internal break policy
  • Ensure reasonable usage of availability statuses both in Telephony system and Chat
  • Regular usage and update of the Knowledge Base articles
  • Perform as per KPI, SLA, Quality and Objective requirements
  • Continuous effort to meet high customer satisfaction
  • Identify of any areas of improvement
  • Own your career: work towards the goals, proactive development from internal and external sources
  • Ready to be shifted in on-call during weekends
  • In the case of a Major Incident if nobody else is available, overtime may be requested by the direct supervisor

Qualifications 要求:

Required Knowledge/Skills/Abilities:

  • 2-3 years work experience is required
  • College or Technical Institute degree in Information Technology or other related discipline preferred
  • Customer friendly English communication skills (written and oral)
  • Customer friendly Supported language communication skills (written and oral)
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10, Office 2010, 2016 and Internet Browsers
  • Successful delivery against commitments and deadlines
  • Promotes and supports standardization and continuous improvement
  • Proactive approach and strong process adherence

Desirable Knowledge/Skills/Abilities:

  • Knowledge of networking basics, Microsoft Office, email, and Skype
  • Familiarity with ITIL Foundation
  • Working knowledge of Active Directory
  • Experience in a Service Desk/Call Center environment

Apply 申请:

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