Service Desk Analyst – Overseas

Transputec Ltd; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen engagierten IT-Support-Spezialisten, der für die Bereitstellung von technischem Support per Telefon, E-Mail oder Remote-Hilfe verantwortlich ist. In dieser spannenden Rolle werden Sie die erste Anlaufstelle für Kunden sein, die Unterstützung bei Hardware- und Softwareproblemen benötigen. Sie werden die Möglichkeit haben, Ihre Fähigkeiten in einem dynamischen Umfeld zu entwickeln, während Sie sicherstellen, dass alle Anfragen effizient und professionell bearbeitet werden. Wenn Sie eine Leidenschaft für Kundenservice und IT haben, ist dies die perfekte Gelegenheit für Sie, Ihre Karriere voranzutreiben.

Qualifications

• Mindestens 1 Jahr Erfahrung im IT-Support.
• Gute Kenntnisse in der Fehlerbehebung von Microsoft Office-Anwendungen.

Responsibilities

• Bereitstellung technischer Unterstützung über verschiedene Kanäle.
• Proaktive Verwaltung von Benutzervorfällen und Problemen.

Skills

Kundenservicefähigkeiten

IT-Hardware-Setup

Starke zwischenmenschliche Fähigkeiten

Organisatorische Fähigkeiten

Education

ITIL Foundation (v3)

MCP-Zertifizierung

Tools

Microsoft Office 2010/2013

Windows 10/x

MacOS X

Citrix

Job description

To provide initial contact and support to customers, assisting with IT hardware and software issues via phone, email, or remote assistance. Responsibilities include:

1. Providing technical support and answering support queries through various channels.
2. Maintaining high standards of customer service for all support requests, following service management principles (Incident Management Process).
3. Taking ownership of user incidents and proactively addressing user issues.
4. Logging all calls using the Service Desk toolset.
5. Capturing accurate information from users on incidents and requests, highlighting CI relationships (Asset Management).
6. Responding to user requests and helping resolve hardware or software issues.
7. Supporting users in the use of IT equipment by providing guidance and advice.
8. Escalating complex calls after gathering all relevant information.

Location

Overseas (remote working)

Required

N/A

Status

Permanent, Full Time

Key Accountabilities

• Supporting users via remote assistance with a focus on first contact resolution.
• Maintaining service quality and adhering to incident management principles.
• Owning user incidents and proactively managing issues.
• Logging calls and tracking software or hardware problems.
• Ensuring accurate incident/request information and highlighting CI relationships.
• Assisting users with hardware/software requirements and providing guidance.
• Escalating complex issues with complete information.
• Collaborating with third-party support when necessary.
• Highlighting trends and major incidents to the team leader.

Measures

• Meeting service level targets for call creation, resolution, and closure.
• Providing consistent, reliable service across all incident types.
• Adhering to SLAs and achieving objectives related to call metrics.
• Accurately categorizing incidents and setting priorities.
• Escalating complex issues effectively.
• Maintaining and updating IT knowledge and process documentation.

Personal Skills and Qualifications

Skills

• Excellent telephone and customer service skills.
• Good understanding of IT hardware setup and configuration.
• Focus on quality and self-motivation.
• Strong interpersonal and organizational skills.

Educational and Experience Advantages

• ITIL Foundation (v3) or similar certification.
• Industry-standard IT certifications (e.g., MCP).
• At least 1 year of support experience in an IT support environment.
• Experience troubleshooting Microsoft Office 2010/2013, MS Outlook, Word, Excel, PowerPoint.
• Experience with Windows 10/x and MacOS X troubleshooting.
• Understanding of ITIL frameworks.
• Experience supporting users in Citrix or remote desktop environments.