Service Desk Analyst Tier 1
5 zile în urmă
source : equest

This role is responsible for the basic Service Desk task but work is closely supervised such as but not limited to password reset, receiving calls, answering emails, and ticket logging using the request fulfillment and incident management processes in line with the Service Desk objectives.

Analyze issues and provide basic IT Technical Support for a community of approximately 50,000 Emerson Employees. Are you eager to take your career to the next level?

If yes, we welcome your application for this role of Service Desk Analyst Tier 1 with French (ID : 22016012). WHAT YOU WILL DO :

  • Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information gathered from customers.
  • Provide first-level technical support by responding to queries over the phone or email.
  • Limited use and / or application of Service Desk procedures, processes, and concepts with close supervision.
  • Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct workgroup.
  • Accurately document the details of requests or issues raised by the user including the troubleshooting steps performed in the ticket.
  • Creates a positive customer support experience through handling concerns in a highly professional manner.
  • Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in ININ.
  • Achieve the targets set based on the standard KPI.
  • Follow specific detailed instructions.
  • Follow-up with customer to gain additional information or required document.
  • Utilize the Knowledge Management Tool in HP Service Manager to respond accurately and effectively to requests or issues.
  • Performs other duties as assigned. FOR THIS ROLE YOU WILL NEED : Education : BS Computer Engineering / Information Technology English and French : Advanced Job-Related Experience : 1-2 Years Experience in Service Desk Specific Knowledge & Skills Demonstrated basic knowledge and experience of the following platform / technology :
  • Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
  • MS Office Products
  • Hp Service Manager Local Area, Wide Area, and Wireless Networks Sharepoint 2010 / 2012 ITIL v3 Foundation Good written and oral communication skills Experience in Global Support Attention to details Good Team Player Strong Analytical Skills WHO YOU ARE : You are passionate about making an impact and always act with integrity.
  • You continuously push yourself to achieve new goals and are not afraid to question the status quo by proposing creative solutions to problems.

    Our Offer to You By joining Emerson as our Service Desk Analyst Tier 1 with French, you will be working at the heart of our business.

    This means that the skills and business insight gained can serve as an invaluable foundation for developing your career within our global organization.

    We offer plentiful opportunities for advancement and support this through our formal personal development planning process.

    Our on-boarding program uses a blended learning approach to get you up and running as quickly as possible. You benefit from Emerson certified trainers with extensive knowledge of our customers, products, and applications.

    At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives.

    We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

    We encourage and support several Employee-led Resources Groups that promote a diverse and inclusive workplace, among them Women Impact Network, LGBTQ+A, and Somos.

    This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place.

    Learn more about this here : https : / / / en-us / careers / diversity-and-inclusion Get to Know Us Find out more by visiting our LinkedIn, Facebook, Twitter, and YouTube pages or at www. The hiring manager for the position is Virgil-Vasile Gota (Team Leader Service Desk) For more questions please contact : sara.felecan

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