Job expirat
Provide the primary service interface to all GES (Global Enterprise Services) customers for the logging and tracking of service issues for all services provided by the GES group. Support is provided via voice and electronic means and provides full 24 x7 x 365 global support coverage. Perform a variety of technical pro-active duties to ensure service readiness.
RESPONSIBILITIES:
Identify and process service request issues (tickets) which are logged through the Oracle Global Helpdesk into the GES Operations Helpdesk Queue to the appropriate GES resolving group.
Manage service requests according to GES workflow process requirements and metrics using a 24 x7 x 365 support model.
Perform daily QA ( Quality Assurance) activities via remote access to identify , resolve or escalate system issues which may impact service readiness .
To perfom pro active desktop resolution activities to identify and fix desktop issues on Win2k and Redhat operating system platforms.
To perform pro active server verification to ensure readiness of Linux & Solaris based grid environments.
To perform GES outage and RCA tracking, resolution and reporting.
Follows verbal and written instructions accurately
Understands the importance of customer service
Written and verbal communication skills deliver high quality support
Is able to manage time and work flow to meet service levels
Adjusts language and terminology to meet the needs of the customer
Presents issues and solutions clearly and checks for understanding
Exercises judgment in seeking advice and counsel
Handles stressful situations effectively
Provides reliable follow-up
Projects a positive and professional image
Developing teamwork skills
Is able to take full ownership of responsibilities
Understands departmental and company policies, procedures and business practices
Can work to predefined performance targets
Is a confident and clear communicator of the English language.
A Bachelor’s degree in Computer Science, Engineering or equivalent
At least 1 year of relevant experience
Ideally has some experience of working in a helpdesk customer service environment
This role requires shift work to be undertaken to ensure coverage throughout the global timezones including weekends and local public holidays. Willingness to be available outside of scheduled working hrs to assist in critical situations if called upon is essential.
Please submit your CV in English! Thank you!
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the fast growth the Romanian IT & C Sector
the highly prepared specialists
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