The Resource management: Helpdesk Specialist RDS
il y a 3 semaines
- Help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
- Technical helpdesk or technical call center experience.
- Communicate comfortably and effectively with customers and management.
- Demonstrable Subject Matter Expert on Service Desk.
- Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem, and Request Management.
- Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups.
- Provide hardware/software/network problem diagnosis/resolution via telephone for customer’s end users.
- Route problems to internal I.M. support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
- Ensure adherence to the published compliance framework. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stakeholders and follow up.
- Education – any formal background will be considered, IT background preferred.
- Analytical and systematic problem-solving skills required.
- Good French & English written and communicational fluency expected.
- Phone support experience.
- Technical helpdesk or technical call center experience.
- Technical & customer-specific training will be provided.
Full-time remote work.
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