Help Desk Specialist

İşin təsviri

ADA UNIVERSITY
DEPARTMENT: INFORMATION TECHNOLOGIES
POSITION: HELP DESK SPECIALIST

POSITION SUMMARY

The Help Desk Specialist role is a key position in Customer Services function of the department. The main purpose of the role is to support students, faculty, and staff on ADA computer applications and platforms, troubleshoot problems and advise on the appropriate action.

RESPONSIBILITIES

• Respond to requests for assistance in person, via phone, e-mail, and/or IT Help Desk platform (SAP CRM);
• Diagnose and resolve technical hardware and software issues ;
• Research questions using available information resources;
• Advise students, faculty and staff on appropriate action;
• Log all help desk interactions;
• Redirect problems to appropriate resource. If necessary, identify and escalate situations requiring urgent attention;
• Track and route problems and requests and document resolutions;
• Prepare activity reports;
• Stay up-to-date with system information, changes and upgrades;
• Coordination with the System Administration and Software team members with regards to the capacity plans of the new systems.

REQUIRED QUALIFICATIONS

• Minimum of 1 year experience in a similar role;
• Working knowledge of fundamental operations of relevant software, hardware and other equipment;
• Experience of working in a team environment;
• Experience with Microsoft Windows and Apple Macintosh systems;
• Oral and written communication skills;
• Customer service orientation;
• Problem analysis and problem-solving;
• Attention to detail;
• Stress tolerance.

Interested candidates are requested to submit, preferably in Word or PDF format, attached to an e-mail message: (1) a letter of interest specifying particular suitability for the position, when available and minimum expected salary (in AZN),  (2) a current resume and (3) the names, email and business addresses of at least 3 references.
Send materials via e-mail to [email protected] specifying the Job Title in the subject line. Only shortlisted candidates will be contacted. The cut-off date for application is September 22, 2014. ADA University offers a competitive remuneration package and attractive conditions of employment of high standard. For more information about ADA University, please visit www.ada.edu.az

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