IT Help Desk
- PMD Group
-
Elanın qoyulma tarixi: 28.05.2015Vakansiyaya müraciət tarixi bitmişdir.
İşin təsviri
Company: “PMD Group” LLC
Position Details
Title: IT Help Desk
Main Job Tasks Primary Duties and Responsibilities
• Respond to requests for technical assistance in person, via phone, electronically
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Perform timely workstation hardware and software upgrades as required
• Install, modify, and repair, diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Stay current with system information, changes and updates
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Assist with onboarding of new users
• Write training manuals.
• Document internal procedures
• Maintain inventory of all equipment, software and software licenses
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Prepare activity reports
• Report issues to the Service Desk for escalation
• inform management of recurring problems
Education and Experience
• working knowledge of fundamental operations of relevant software, hardware and other equipment
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training in troubleshooting and providing help desk support
Required Qualification, Knowledge, Skills, and Abilities:
• Higher educational degree;
• At least 1-2 year of relevant work experience;
• Knowledge of Windows OS;
• Advanced computer skills in MS Office Applications, electronic mail systems;
• Knowledge on networking and Internet equipment and services, Ethernet technologies, NAT, routing protocols, firewall systems, remote administration methods, WAN, LAN, VPN/IP Sec;
• Knowledge and experience of troubleshooting hardware, software, peripheral and printer issues;
• Fluency in Azeri (both written and spoken), fluency in Russian is desirable;
• Ability to manage multiple tasks and work under pressure;
• Good interpersonal, teamwork skills,team player;
• Loyalty towards the mission of the organization;
Key Competencies
• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving
• adaptability
• team interaction
• planning and organizing
• attention to detail
• stress tolerance
Position Type
• Full Time
Deadline 30.06.2015
Please send your CV (with photo) to [email protected] with a subject line "CV for the position of IT Help Desk".
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