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 – 2^nd 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