It Triage Specialist
emerson
Napoca, Cluj, Cluj, Romania
6 zile în urmă

Description This position will be responsible for carrying out production support triaging for the PMO supported applications for Emerson Automation Solutions.

This role requires skills in issue analysis and communication.

Responsibilities

  • Monitor My IT Portal (Service Now) ASG workgroups and respond appropriately to user requests and problems
  • Perform initial problem analysis and triage problem to technical staff when appropriate.
  • Refers to the ASG Standard Triage Process for guidance.
  • Track user problem trends.
  • Produce a high level of customer satisfaction and expertise with each caller.
  • Provide quality written communications and details of customer issues.
  • Solid analytical, negotiation and problem solving skills
  • Self-Motivated / Team player
  • Strong interpersonal, written and verbal communication skills
  • Ability to work in a demanding user environment
  • Requirements

  • Bachelor’s degree (Information Technology field is a plus)
  • In depth knowledge and understanding of help desk tools, processes and applications
  • Experience providing support to end users via phone, email and / or office communicator
  • Demonstrated ability to communicate orally and in writing with a positive customer service attitude and in a non-technical manner where appropriate
  • Working knowledge of Oracle E-Business Suite (or other ERP system).Minimum 2 years of experience in a Helpdesk environment using a ticketing system
  • Prior experience using Service Now software is a plus
  • Fluency in English
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