Helpdesk Analyst 
Bluebird International ZRt.
Frissítve : 2016.11.16.
Jelentkezési határidő: 2016.12.08.
Hirdetés azonosító: 1097337

For our international partner we are looking for Helpdesk Analyst!

  • Acts as the first point of contact for Helpdesk Analyst I’s in the team when they need procedural or technical help or advice in their daily work.
  • Co-ordinates between colleagues, end users, solvers and vendors to ensure timely resolution of problems.
  • Creates and maintains knowledge articles in the technical knowledge database. Ensures that the processes and technical know-how of the team is documented and accessible in that database.
  • Identifies knowledge gaps and liaises internally and externally to fill them. Subsequently registers that knowledge into the knowledge database.
  • Provides technical support and training to more junior employees.
  • Creates performance reports e.g. call and fault statistics. Forwards to management as requested.
  • Monitors the backlog level and ticket resolution time of the team and ensures that client cases are resolved swiftly.
  • Performs operational quality control of delivered services within span of control of the team including the coaching of more junior employees when necessary.
  • Typically focuses on complex issues, but also answers normal calls emails and chats when requested to.
  • Handles remote reinstallations and other complex customer cases and ensures a timely resolution.
  • Provides a high degree of client satisfaction in all work undertaken.
  • Typically secondary/ high school qualified, relevant technical qualification is an advantage, required at least 2 years’ relevant work experience.
  • Kategória
    IT / Informatika
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