Your Roles and Responsibilities:
Use of ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.
Conduct troubleshooting using documented procedures and available tools.
Act as customer advocate/liaison to other support staff.
Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.
Install and configure Computer and Mobile hardware and software in accordance with published policies/procedures.
Deployment and recovery of computer and peripheral equipment.
Installs, configures, and supports hardware, software and peripherals to end user workstations.
Performs IT-related Move/Add/Change duties for all employees.
Perform IT-related setup, support, and breakdown for large meetings, including audio-visual equipment.
Track IT hardware assets and their respective configurations for potential reuse or retirement.
Create and document routine IT processes and procedures.
Balance the demands of daily and routine assignments with long-term projects.
Develop strong relationships with internal customers, vendors, affiliates, and peers.
Maintain physical presence at designated service locations to support the employee base.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
Minimum 3-5 years of Service Desk/IT Help Desk experience in an enterprise environment.
Demonstrates sound judgment in selecting methods and techniques for obtaining solutions
Ability to work independently with minimal supervision
Proactive and curious mindset
Excellent coordination skills and a team player
Ability to identify issues and escalate as needed
Excellent written and oral communication skills
Strong professional interpersonal and customer service skills
Ability to resolve technical issues under pressure
Demonstrated clear and effective verbal & written communication skills.
Excellent Customer Service experience and follow through with attention to detail.
Expertise with Windows operating system and Office 365 suite and other Microsoft applications and
Experience with IT Knowledge Base and ticketing system.
Experience applying ITSM best practices to Incident and Service Requests management.
Knowledge of Azure Active Directory.
Apply via :
cbreexcellerate.simplify.hr