Candidatul ideal

Requirements:

• At least 2 years of relevant experience in a similar role;
• Bachelor’s degree in technical field preferable;
• Very ︉︄︈︄︍︄︍︄good interpersonal skills;
• Results and customer orientation;
• Openness to change;
• Initiative and proactive attitude;
• Ability to meet tight deadlines and handle pressure;
• Ability to understand and follow procedures;
• Ability to explain technical issues to non-technical users;
• Logical and analytical thinking;
• English language - intermediate level;

Descrierea jobului

Responsibilities:

• Represent the first point of contact and respond for all IT incidents reported through the helpdesk application, work email and call-center ︁︀​︂︃︃​︉︆​︆︄systems;
• Evaluate reported incidents resulting in either their resolution or escalation to direct supervisor;
• Prioritise, schedule and escalate issues (when required) to level 2 and level 3 technical support;
• Provide remote support using specific applications;
• Collaborate with colleagues from the technical department and other colleagues from related departments to solve more complex problems;
• Record, track ︁︀and document helpdesk requests and problem-solving process;
• Document solutions to common problems and maintain a knowledge base for internal use. Share knowledge and best practices with team members to foster a collaborative environment;
• Tracking the technical support process until the ticket is closed and ensuring that the partners are satisfied with the solutions provided;