Beschreibung
Task:Support Activities
? Diagnose, identify, research and resolve problems and provide prompt, reliable, and accurate information to customers, while maintaining both the highest level of quality support in every user interaction and effective communications during conversations, by adjusting to the pace and technical level of the customer
? When needed, properly escalate, according to defined processes, more complex problems to the next support level within the Global Service Desk organization and to external vendors where problems cannot be resolved in house.
? Log all calls on the call logging system and maintain a log of any software or hardware problems detected
? Follow and adhere to all defined work management and service level processes and procedures, including incident and change management
? Support customers in the use of Computer equipment by providing necessary training and advice.
? Keep customers informed on support options, and the steps being taken to resolve their issue.
? Achieve Global Service Desk metrics and SLA?s.
Operations Activities
? Handle daily & recurrent operations
? Properly identify, analyze, solve or escalate incidents, according to the Global Service Desk Procedures
? Respect SLA?s
Infrastructure covers:
? User Devices Support
- Desktops
- Laptops
- Network Computers
- PDA?s
- ?and all associated devices
? Global applications :
- Lotus Domino (servers & clients) + Microsoft Exchange
- Windows O/S (servers & clients)
- Microsoft Office
- Microsoft Active Directory, DNS
- ?and all other user-devices software?s
? Server infrastructure :
- Server, Server virtualization (VMWare)
- Storage, SAN, NAS
- Data Backup
- Physical & Logical Data security, Antivirus
- Citrix Metaframe
Network covers:
? Internet access
? Local area networks
? Wireless networks
? e-mail operations
? Unified communication
Operation includes all tasks ensuring systems high availability & performances:
? problem solving
Requirements (Must have):
? Strong Server, Network, Data Centre, User Device and associated technologies and software knowledge (see function overview)
? Experience of using call logging software.
Beginn: asap
Dauer: 24 Monate
Branche: Energie/Rohstoffe