Company: A global leading trade association of the world’s airlines
BU: IT
Reports: IT Manager
Responsibilities:
· Resolve complex problems and implement solutions;
· Focus on maintaining executive PCs, printers, blackberry, cell phones, with a professional attitude and service;
· Provide Service Desk coverage during business hours for customers reporting incidents or seeking assistance in using the standard office automation desktop environment, applications;
· Ensure meticulous call logging of all incoming calls (Service Desk mailbox, Service Desk counter and Service Desk hotline) and perform regular quality control checks on call logging;
· Ensure regular customer communication and service delivery; this includes first level software and hardware support through online guidance and second level support for problems demanding on-site troubleshooting and solution delivery;
· Escalate problems to other ITS sections according to procedures;
· Co-ordinate user administration: office moves, position changes and new staff;
· Monitor user profiles, Email accounts, provide access to the specific applications, advise customers of interruptions to local and global services;
· Provide support during external events;
· Share expert knowledge.
Ideal Candidate:
· Degree in IT related discipline, equivalent experience (MCSC, CCNA, etc.);
· Requires a high level working knowledge of multiple complex software packages, hardware, and network;
· Experience with user administration in Active Directories;
· Advanced knowledge of Microsoft Windows operating systems and Office application suite and Outlook; Office 2010 will be a plus;
· Knowledge of basic hardware components and laptops;
· Minimum 3-4 years of relevant experience in IT customer support services desirable;
· Strong customer focus and interpersonal skills in a global environment;
· Ability to work as part of a team and autonomously;
· Ability to remain calm, courteous and efficient in emergency situations;
· Excellent oral and written communication skills in English; knowledge in an additional language is an asset.