Helpdesk Analyst II.

Getronics Global Service Centre Zrt.

Job Purpose:

• Provide second-line technical support to clients, advanced applications/ systems knowledge, and the
• ability to analyse, diagnose and resolve complex client problems in a Shared Desk environment.
• Jobholders are required to respond to a smaller volume of calls and within a longer talk time than
• first-level support analysts while also providing a high degree of client satisfaction.

Responsibilities:

• Carry out the advanced level of troubleshooting on operating system issues, network availability and reachability.
• Provide accurate and creative solutions that meet pre-defined quality measures.
• Take enquiries via standard contact channels.
• Initiate outbound calls to end users for remote troubleshooting and assistance.
• Utilize automated diagnostic programs to solve network issues.
• Use helpdesk software to log calls with descriptions of issues, progress, and solutions.
• Initial triage and resolution of incidents using various ITSM tools.
• Extend technical support to other resolver teams.
• Ensure that tickets raised per shift are treated as per SLA and escalate as defined in the escalation matrix.
• Train and coach junior colleagues (if specifically instructed by Team Manager)
• Provide technical input to knowledge base update/creation where necessary.
• Ensure compliance with all management systems for quality, environment, and information security for the dedicated area.
• Cooperates in process reviews, improvement projects and audits.

Requirements:

• 1-3 years of experience in a helpdesk environment
• Knowledge of ITIL v3 processes
• Advanced spoken and written English language skills.
• In combination with another foreign language is a plus
• A mix of analytical ability and customer-focused communication skills
• Solution-driven mindset when facing problems.
• High level of emotional intelligence: Active listening, Self-awareness, Open-mindedness
• To be able to use a computer and the main software packages (MS Office 365) confidently.