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.