Detalii loc de munca - Cluj Napoca
Descrierea jobului - Cluj Napoca
As a member of this team, the analyst is the first point of contact for IT issues and requests, for Emerson IT community of users and also tries to solve issues or requests, according to established procedures, using the knowledge base, personal experience and IT best practices Responsibilities * Provides primary IT technical support for a community allover Emerson, in respect of agreed SLAs, based on the four levels of impact. * Handles a number of 3 communication channels, to receive our customers’ issues / requests (e-mail, telephony, and self-registered). * Provides basic troubleshooting steps, gathers relevant data from users in order to route the issues to the responsible workgroups. * Researches hardware and software problems for end users by applying standard procedures and best practices; Among others, the following items will be supported: * Account requests; * Microsoft Office Products; * Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.); * VPN Connectivity; * Windows Environment; * Blackberry and iOS devices support; * Hardware such as Laptops, Desktops, Peripherals, etc. * Ensures that Emerson IT Shared Service's Service Level Expectations are maintained. * Provides users with updates as requested and documents them in the service ticket. *Based on routing documents, routes and/or escalates more complex requests to the appropriate support work group providing case documentation and significant information regarding performed steps.
• University studies, preferable in IT domain. • Excellent skills of written and verbal communication in English and German- Mandatory Will be considered a plus: • 1 year experience in technical support via phone (call-center model). • Work experience with Microsoft products as: Exchange 2000/2003, Microsoft Office (including Outlook). • Experience to train end-users via phone on how to work with hardware and software systems. • Experience in supporting PDAs (Blackberry, iOS devices). • Hardware knowledge including laptops, desktops and servers.