IT Service Desk Coordinator
- Do you want to work in an international environment?
- Are you looking to progress to the next stage in your career?
Acerca de nuestro cliente
Multinational company with presence in 36 countries and more that 8.000 employees around the globe.
Descripción de la oferta
At least 2 years' experience working within a service desk environment.
Ability to handle demanding customers in a pressurised environment.
Ability to motivate team members and drive them to perform.
Ability to prioritize and multi-task.
Ability to work independently and as part of a team.
Demonstrate organizational skills and attention to detail.
Positive and enthusiastic attitude.
Able to deal with a constantly changing environment.
Able to work well within a local team and across multiple regions, countries and cultures.
Ability to communicate with customers at all levels including Executive Board level.
Excellent communications skills, verbal and written with ability to communicate technical issues to nonspecialist audiences at all levels
Excellent time management skills.
Proficient problem solving and analytical skills.
Excellent English language skills and preferable one or more European language.
Goal orientated mind-set.
SLA performance monitoring and reporting.
Work in line with the definitions of ITIL based processes and procedures.
An understanding of Service Management - in particular request fulfilment, problem and incident management.
Perfil buscado (h/m)
Te perfect candidate will support and assist the Service Desk Manager in the day to day operation of the EUIT Service Desk, including;
Train, coach and mentor Service Desk Analysts including train, coach and mentor Service Desk Analysts in their career development and performance reviews. In addition, oversee team member activities and contribute to and obtain any required or relevant training material for Service Desk personnel, including cross-training/upskilling of all team members. Schedule shift patterns and leave requests. (as a minimum)
Administer Solutions repository within ticketing tool (Manage Engine Service Desk Plus - known internally as GSD) and ensure accurate and quality solutions are available to team members and in the future, for customers.
Advise management on situations that may require additional customer support or escalation, in particular on issues that could significantly impact the business;
Experience with Service Desk ticketing tools (GSD).
ITIL Foundation Certification a requirement. Thorough knowledge of Windows XP and 7, Citrix environment, including networking components, services and user profiles.
A broad level of skills across PC hardware and software systems including:- Windows 2000/XP, Active Directory, Windows Terminal Services, Citrix Metaframe, Microsoft Office 2007/2010, Thin Client Terminals, Database Systems, Exchange.
Desirable skills in CUCM and MAC OS.
Bonus - Performance Related - annual received in January
Holiday - 23 days a year Private Medical Insurance (after successful completion of 6 month probationary period)