Вакансия от 7 декабря 2018

Help Desk Specialist

SoftServe  VIP 
IT; 250–1000 сотрудников
Контактное лицо:
0 800 60 3000
Вид занятости:
полная занятость
опыт работы от 2 лет, высшее образование

Описание вакансии

Job Purpose:

We are looking for a Helpdesk Specialist who will be handling IT related requests from employees, providing immediate support and/or forwarding the requests to an appropriate stakeholder within IT Department according to IT Services Portfolio. Performing IT Processes Quality Assurance.

Duties and Responsibilities:

  • Operate Company Hotline ‘*911' calls providing basic information about IT services, processes, the status of incidents, general IT related advisory
  • Register and track incidents from employees in the system and assigning the incidents to appropriate stakeholders within the IT Department according to IT Services Portfolio. In the case of receiving a complex task, it should be divided into smaller tasks and forwarded to appropriate directions
  • Manage IT related tasks connected with hiring, relocation, dismissal, transfer and upgrade procedures according to IT Services Portfolio and internal procedures: process, register, and delegate incidents to appropriate Service owner, track their correct completion till closure, indicate possible problems and risks and raise them to appropriate stakeholder
  • Notify the team, IT department and the company about services failure
  • Instruct new employees about their rights and responsibilities related to utilizing IT resources
  • Perform account management tasks related to creating/releasing user account in the AD, creating/releasing PC account in the AD, creating project’s mail group, changing memberships of project’s mail group, granting access to Project sites, server Source
  • Manage specific Access management procedure related to granting/revoking access to IT resources
  • Manage IT related tasks connected with Atlassian tools: creating Jira project/Crucible project/Confluence space; granting access to Jira project/ Crucible project /Confluence space; granting access to Internal Resources for external users
  • Assist in providing Layer one support: troubleshooting Print Server, granting local administration rights
  • Track incidents connected with overdue resources processing: project resources release, reassign, transfer, update all the appropriate CMPs (configuration management plan)
  • Keep Days Off calendar on Portal up to date
  • Perform Quality Assurance of IT Department Processes


Education —

  • Master degree in Computer Science or similar

Specialized knowledge —

  • Help Desk systems (desirable)
  • MS Windows XP, Vista 7
  • MS Office

Skills and abilities —

  • English level — Intermediate Strong and above
  • Troubleshooting skills
  • Ability to work while using checklists
  • Ability to work under pressure

Experience —

  • MS Windows Systems
  • Linux (desirable)
  • Work in the call center

Personal qualities —

  • Diligence
  • Responsibility
  • Accuracy
  • Team player
  • Excellent communication
  • Client orientation
  • Open to constructive criticism

Working conditions —

  • Work in shifts
  • Flexible schedule

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