Proactively learns new technologies and finds ways to apply them within the organization
Provides responsive, professional, knowledgeable and excellent support to users experiencing problems with technology and associated systems.
Escalates issues through the IT department as necessary when individual resources and skills have been exhausted.
Help develop an ITIL based Service Desk providing a measurable increase in customer satisfaction and a decrease in incidents.
Collaborates with users, team members, technology teams, business units and vendors to reach resolution on all issues and projects, as necessary.
Documents all incidents reported by users via an incident management system to maintain history records and related problem documentation.
Creates documentation for use by team and for training of all users.
Educates users on best use of technology through formal and informal educational sessions.
Knowledge with Cisco VOIP technologies such as Cisco Communications Manager and Gateway configurations.
Preferred knowledge of MPLS Technologies
Implements provided solutions using various server, storage and computing platforms with a focus on AD/Exchange and/or Server/VMWare.
Perform other duties and assist other employees as assigned
Education and Experience: Bachelor’s degree from an accredited college or university preferred and a minimum of three to five years’ experience providing end user desktop support or working in a Service Desk role. Must possess a current ITIL foundation certification.
Other Required Skills: Strong analytical, research, and writing skills. Proficient in Microsoft Office software; strong organizational and time management skills. Good knowledge of modern operation systems including Windows, IOS etc.
Interpersonal Communication: Establishes relationships with local and other site groups. Shares opinions, ideas and resources with others to achieve common goals.
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