Qualifications:
Must have experience in:
- MS Azure
- At least 1 year of Helpdesk support experience:
> Good customer service
> Good in using probing questions
> Good in analyzing issues and delimiting if under L1 scope or should be transferred to higher level of support. Must have experience in:
> Active Directory: Experience in resetting passwords, Creating Accounts, Creating Groups, adding users to groups, unlocking users, Understanding of the terms OU and domain / forest.
> MS 365: Knows how to do basic troubleshooting and assistance to users on the basic tools of O365 (Office package, Calendar, Outlook etc.)
> MS 365 (bonus): Knows how to use Azure Active Directory, knows about the diverse licenses, knows about Exchange and creation of Distribution lists
> PC Troubleshooting: Experience in basic troubleshooting for PC and softwares > Network: Has basic knowledge of network troubleshooting, knows what a VPN is.
> Bilingual: Uses German/French and English fluently.
SERVICE DESK REQUIREMENT
a. Education
Bachelor's or College degree in Computer Science, Computer Engineering, Information Technology and/or related field.
b. Experience
Has at least one (1) year of experience on tasks related to IT Help Desk including but not limited to problem tracking, phone consulting, voicemail consulting among others.
Exposure in technical set-up, configuration and maintenance of different applications, network environments, software tools an advantage.
Exposure in dealing and talking with end customers.
c. Skills
Can speak English and French languages
Organized and able to set priorities;
Strong interpersonal skills and ability to deal effectively in a team environment;
Ability to grasp system information and technical functions and ability to explain them into layman terms/words for easy understanding of end-customers;
Strong verbal and written communication skills;
Ability to organize, prioritize and schedule work assignments;
Has strong customer service orientation;
Proficient in Windows-based computer operations
Knowledgeable with MS Office, SQL Database, Windows operating systems
Thai language or Portuguese speaking, a plus factor
d. Desirable Traits
Honesty and Integrity
Professional
Resourceful and self-motivated
Persevering and patient
Eye for details
Sense of urgency
Sense of commitment
Team orientation
Practical and logical
Strong communication skills
Hard working
Willing to work long hours
Can work well under pressure and minimal supervision
e. Work hours and working conditions
To provide 24x7 services to the company, Global Help Desk will work on different shifts
Some days may be heavy while others may be light. Longer hours may be required when a need arises.
Job Description
KEY RESULTS AREAS/JOB RESPONSIBILITIES:
- Help Desk Support
a. Install, configure and troubleshoot MS Office Applications; PC Operating System (ex. Windows 98/XP/2000/7/Mac);
b. Install and troubleshoot typical Window-based desktop applications (Anti-Virus, MS Project, Acrobat Reader, Internet Explorer);
c. Perform basic troubleshooting PC and network environments;
d. Respond quickly and courteously to customers asking help via phone, email, remote access, or onsite support; and provide answers to all questions addressed to them.
e. Conduct research and make use of information resources and knowledge bases at hand, and coordinate with other Help Desk Support Specialists and internal IT colleagues to provide resolution to inquiries and concerns.
f. Comply with the defined SOP for all tasks assigned;
g. Adhering to the defined SLA with customers;
- Administrative
a. Closes tickets as soon as they are resolved;
b. Maintains and updates daily monitoring of deliverables of service;
c. Prepares and submits needed reports;
- Teamwork
a. Flexibly adjust schedule ensuring 24 x 7 service.
b. Ensures timely and accurate turnover of activities to the next Help Desk team member on duty;
- Learning and Development
a. Expand knowledge on business process and IT related information;
b. Stay abreast of current technology, system information, problems, changes and updates relevant to the team;
Job Type: Full-time
Schedule: - 8 hour shift
Afternoon shift Evening shift
Supplemental Pay:
* 13th month salary
