OverviewThe Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities Manages customer interactions & records reported issues in the ITSM Identifies issues, apply fixes and investigate root causes using internal instructions. Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner Key Skills Ideally University education, preferably technical degree, or Microsoft certifications Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications Experience of providing remote IT support is an advantage Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills Excellent communication and customer service skills Fluency in English language Flexibility to work shifts if required BenefitsOur people are the most critical component of our long-term success and their health and wellbeing are our priority.You will enjoy a comprehensive, locally competitive benefits packageWorking for a top 5 company in the industry worldwideCompany culture focused on the employee wellbeingThe opportunity to grow a career in Monitoring/InfrastructureLearning & Development platforms
Service Desk Senior Associate with English (Remote) in Bucuresti
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