Вакансия ICT Specialist

Job Description

Requirements:

A. Education & Training

• Vocational Degree in ICT, or the ability to perform at this level by industry experience.

B. Knowledge & Experience

• Knowledge and understanding of Microsoft Office 365 and Microsoft Windows to the level required for user support.
• Knowledge and understanding of thin clients, desktop hard and software, mobile phones.
• General network functioning knowledge.
• Business and analytical problem-solving skills.
• Experience in working for an international company.
• Customer service or other telephone experience.
• Fluent in the English Language, both verbally and in writing.
• Able to communicate well with colleagues with limited ICT knowledge.
• Experience working with and skilled in the use of service desk software would be a benefit.

C. Behaviour & Competencies

• Able to work remotely, without direct supervision but as a team player.
• Willing to travel

Обязанности:

The ICT Specialist is responsible for:

• Answering help desk telephone calls and e-mail inquiries to ensure needs are met.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Assists in resolving technical problems by providing guidance regarding application and hardware issues.
• Resolves and/or refers more complex problems through a defined escalation process.
• Develop and provide colleagues with online training in the use of systems and application programs.
• Follows up with colleagues to ensure that their inquiries are resolved within the agreed upon time frame.
• Logs and tracks inquiries using a ticketing system and maintains history records and related problem documentation.
• Interfaces with remote team members, management, and customers in reference to customer service issues. Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. Whenever this is not possible, the ICT specialist sets the right expectations and informs the user about any delay in resolution of the problem, as soon as this delay occurs.

Should you be interested, please send your CV to Irina Orel via e-mail [email protected]