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Dimiour - Senior Support Engineer - Integrated Service Desk
4 weeks ago
Job Description :
- Provide direct IT support to the users to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
- Performing onsite and remote troubleshooting through diagnostic techniques (log analysis) and pertinent questions
- Determining the best resolution / fix of the incidents and problems based on the issue and details provided by customers / users.
- Ensure conformance to relevant Service Level Agreements
- Lead and coordinate with the users / internal stakeholders / vendors through the problem-solving process
- Direct unresolved issues to the problem management process and ensure tracking until closure.
- Provide accurate information on GT and GDF products and service catalogs
- Record events and problems and their resolution in logs
- Follow-up and update incident, problems status and information
- Pass on any feedback or suggestions by all stakeholders to the appropriate internal GT and GDF teams
- Identify and suggest possible improvements on incident and problem management processes.
- Assist in generating periodic reports on Incidents and Problems.
Business capabilities :
- 5+ years of experience in IT Service Desk management with a focus on Incident management in a large organization
- Proven experience as a help desk technician or other customer support role.
- Tech savvy with working knowledge of office automation products, databases, log analysis and remote control
- Extensive knowledge of standard desktop applications and operation systems, especially regarding Microsoft office applications, adobe products, and windows operating systems.
- Good understanding of computer systems, mobile devices andother tech products
- Ability to diagnose and resolve technical issues
- Thorough understanding of ITIL or similar service delivery Systems
Interpersonal skills :
- Strong analytical skills
- Customer-oriented and cool-tempered
- Technical and non-technical communication skills
- Ability to establish user trust and confidence Education
- Bachelor in Computer Science, Computer Engineering or equivalent required
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