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Service Desk Engineer (L1 with French or Dutch)
Romania
JN -032019-19572
Adecco Romania is now looking for 4 Service Desk Engineers (level 1 support) for one of its clients. The IT Service Desk is an extremely important resource for any corporation; it provides employees with a central point of contact when having issues with IT services or equipment. Service Desks are staffed by personnel with broad technical knowledge and who can assist employees by trouble-shooting and solving their issues. The service Desk Engineer will provide first level software, hardware and networking support through: • Fielding incoming help requests by providing first level IT support to either provide First Line resolution or escalate incidents in a timely manner. • Provide updates within the stipulated period and track open incidents until closure. • Provide tech support over Phone/Emails and Chats. MAJOR JOB DUTIES AND RESPONSIBILITIES • Provide in-house IT support to end users via Phone, Email and Chat. • Provide support in fluent written and spoken English and at least one other European Language as defined. • Diagnose and resolve 1. Virtual / physical desktop support problems 2. Hardware issues (printer, iPhone/Android configuration and other peripheral devices) 3. Software (outlook configuration, OneDrive, OneNote, other MS applications.,) 4. Network related issues (VPN, WIFI etc.,) • Install applications and updates through SCCM. • Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication and customer support. • Administer and support user accounts on AD, Office 365 and business critical applications (SAP, Salesforce, QlikView etc.,) • Correctly logging Incidents, categorizing and prioritizing them in line with process and follow-up until closure. • Properly route incidents to resolver teams for out of scope issues and maintain updated knowledge base repository. • Identify and prioritize incidents requiring immediate/urgent attention. • Co-ordinate problem tickets with internal teams, POC for liaising with business users and the resolver teams. • Handle Identity access management requests through Service requests. • Identify and suggest possible improvements on procedures. • Adhere to company policies and consistently achieve KPI targets defined for the process. • Learn fundamental operations of commonly used software, hardware, and other equipment. • Provide 1st level support to users throughout the business via phone, chat, email, or ITSM • Work on aligning SOP, knowledge- and document repositories • Provide daily Status Report and escalations to Team Leader • Performs other duties as assigned. QUALIFICATIONS  Ability to speak and write fluently in English and at least one other language (the additional language can be either French, Dutch or German)  1 to 2 years of proven experience in providing support to business users on PCs, Printers and end user applications. • Excellent knowledge of supporting office products and suites (O365) and Experience in supporting end-users in a Microsoft Windows 10 / O365 environment • Bachelors degree in an IT related field or combination of education and technical training • A+/N+, Microsoft Certification is an added advantage. • Good knowledge of supporting mobile technology (both OS and hardware) • Basic knowledge in understanding networking protocols, fundamentals and architecture KNOWLEDGE SKILLS AND ABILITIES  Strong IT technical and trouble shooting skills.  Excellent written and oral communication skills and knowledge on fundamental operations of commonly used software, hardware and other equipment.  Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.  Multi–tasking abilities & time bound performance.  Good interpersonal skills and ability to work well with others.  Customer Orientated and collaborative team spirit.  Analytical & cognitive thinking.  Process orientated approach and results driven.  Natural aptitude for troubleshooting and problem solving  Continual improvement and innovation.

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