Enviar o CV resumido em inglês para francisco.dasilva@siemens.com.
Serão depois contactados.
A posição é na Irlanda.
CAREER OPPORTUNITY:
Position: IT Helpdesk Support Specialist Level 2
Area: Global Production Centre
Business Area: Operational Related Services (ORS)
Reporting Line: Team Manager
Job Purpose:
· Servicing a Siemens Account the role will provide resolution to Help Desk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. The roles will require individuals who are highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.
Experience Profile:
· Previous Helpdesk experience and solid IT background
· High level in both written and spoken english – 2nd European language, Portugese is a must.
Person Profile:
· IT Diploma or relevant experience
· Previous helpdesk support experience
· Excellent analytical and trouble shooting skills
· Experience working in tool technology preferable
· Working knowledge of call tracking systems of CRM tool
· Ability to demonstrate leadership qualities
Key Accountabilities:
· Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities
· Identify, evaluate and prioritize customer problems and complaints
· Analyze customer problems and formulate plans of resolution
· Utilize all technical resources to solve customer problems
· Serve as a point of escalation for other Helpdesk Services and departments
· Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
· Assist in evaluating new services and processes in relation to technologies introduced at the helpdesk.
· Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
· Work with departmental staff to promote, develop, and maintain strong customer service values.
· Escalate unresolved issues to support leads, designated service group or client help desk.
· Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
· Perform 2nd tier technical troubleshooting for products supported
· Provide 2nd level technical support to Tier 1 Helpdesk staff
· Train and develop Helpdesk staff on new fixes where necessary
· Attempt to resolve the customer’s situations within one call wherever possible
· Work with the Supervisor to learn new fixes and creation/updating of knowledge databases
· Assist the Supervisor to develop scripts for issues reported at the Helpdesk
· Work with the Helpdesk Supervisor to improve/implement new processes
· Work with other support groups to update knowledge bases and share knowledge
· Ability to analyse problems, diagnose complex IT issues and formulate plans of resolution and solutions
· Capability to escalate in a timely manner to the correct contact where appropriate
· Active responsibility of call queues and ability to provide notice of foreseeable issues
· Ability to liaise with engineers on a daily basis to ensure that escalated calls are dealth with in a timely manner and that the customer is kept up to date with the progress of all calls
· Additional projects as required
Technical Criteria:
· Working knowledge of MS Office applications, Internet Explorer, MS OS: Win NT/2000/XP
· Strong knowledge of LAN OS: WinXP
· Strong Knowledge of MCDST & CompTIA A+
· Experience in Office Professoinal 2003 (complete)
· Experience in remote access tools