Analyst IT Support

发布日期 Posted Date 1 month ago(15/10/2021 2:56 PM)
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:

• 2-3 years work experience is required

• College or Technical Institute degree in Information Technology or other related discipline preferred – (Advantage or Preferred) - May be substituted by 2 or more years of experience in a Help Desk/Call Center environment

• Customer friendly English and German 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

Apply 申请:

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