Description
Service Support Desktop Engineer
JOB PURPOSE:
The candidate will be member of EMEA Global IT Service Support Team. This team has responsibility for all aspects of Engineer and Support for 120+ office in the 50+ Countries in the EMEA region. End Users Support Issues will be logged via internal first level Global Service Desk or End User Self Service Logging Systems.
The primary role will encompass second level day to day operational support for the Ipswich offices. Operational issues will primarily be Deskside Support issues, but with cross skilling role will also potentially encompass Data and Mobile 1st level support issues. (Support to engineer will be provided remotely by qualified engineers - IM, Telephone or email)
Operational support will be accomplished with other team members. Some further details:
- Candidate will be trained in house, but will need to have a strong Customer Service/Helpdesk Background
- Future involvement in projects, engineering, vendor evaluations etc may happen. Training and scope will be provided as required)
- Ideal person will be self-motivated, self-starter, who wants to join a team whose technology area has a large learning curve.
POSITION OBJECTIVES:
- Monitor EMEA Ticket Resolution Queues.
- Troubleshoot, resolve and escalate user requests as required.
- Exercise judgment within defined processes and practices to provide operational support.
- Devise unique solutions to troubleshooting when accepted processes are not working.
- Complete user request/fault tickets in a timely manner, with regular updates and with escalation of issues if required.
- Develop Professional customer relationships, regular user update of ticket resolution, seek user confirmation of resolution prior to ticket closure
- Ensure all projects adhere to GIT's standards and strategies, and work with Service Design and Desktop Strategy groups where required
REQUIREMENTS:
- Nice to have: Degree/Diploma in computer science or IT/Telecommunications discipline
- 2+ years of desktop support experience is a plus
- Must have strong experience with Windows Operating Systems - MCP Certification in XP & Win 7 a big plus
- Apple Mac experience is a plus but not necessary
- Must have strong skills with desktop applications such as Microsoft Office or Open Office
- Certifications are not required but are a big plus
- Self-directing, self-motivating individual with ability to analyze data and select a course of action within defined processes and procedures
- Demonstrated problem solving skills
- Friendly, professional and thorough approach
- Excellent verbal/written communication skills
- Strong team player with ability to work individually