Global Helpdesk Analyst

Tech Talent Link

Job Description:

  • To provide first line help desk support to internal customers, assisting them with hardware and software problems via phone, email or tickets
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of customer problems and be proactive when dealing with their issues.
  • To log all calls on the call logging system.
  • Respond to inquiries from clients and help them resolve any hardware or software problems.
  • Support customers in the use of Computer equipment by providing necessary training and advice.
  • To escalate more complex calls to the relevant IT team/technician
  • Full time, all shifts including weekends and nights.

Job Requirements:

  • Previous Helpdesk (telephone support) experience – preferred
  • Excellent customer service skills
  • Strong written and verbal skills
  • Experience of using call logging software – preferred.
  • Strong working knowledge of Microsoft based operating systems with emphasis on Windows XP and Window 7
  • Experience with using and troubleshooting Outlook 2003, 2007 & 2010 within a network environment (permissions, calendar sharing, delegation, folder management)
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
  • Basic understanding of PC hardware set-up and configuration. MCP, CompTIA, A+ and/or Network+ certification would be desirable.
  • Familiar with LAN/WAN
  • Network Admin skills
  • Able to type 40 words per minute
  • Active Directory knowledge – preferred
  • Linux/Unix knowledge and support experience – preferred
  • Microsoft SharePoint knowledge – desirable
  • Web coding experience – desirable
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