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Help Desk Engineer

Eingestellt von First Point Group

Gesuchte Skills: Support, Engineer




The IT Service Desk Analyst will provide first line technical support to corporate users The successful candidate will require an aptitude for working with windows and main Shell (login and simple administration user interface) of Tecordia applications/systems to undertake analysis, diagnosis and resolution of user problems, which may range from straightforward to more complicated technical issues.


- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receiving, logging and managing calls from internal staff via telephone and email
- Maintaining an Asset Database and track changes
- Zero level  line support - troubleshooting of IT related problems for telcordia suite of products
- Log all calls by Creating TT for all raised issues by corporate users and follow up the TT status e2e till it is closed.
- Escalate unresolved calls (TT) to the L1 operation team and follow up to make sure the TT is restored or resolved within the SLA.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner till resolution
- Create the required incident and problem reports according to ITIL.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide basic in-house training in MS Windows setup used to run Telcordia products
- Provide status for the weekly Service Desk report on call trends
- Publishing support documentation to assist staff with requests for information & provide staff short training if required
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups and its mapping to Telcordia systems.


- Excellent communication skills and telephone manner.
- Excellent organizational skills
- 2 years previous IT Service Desk and/or Call Centre experience required
- Incident Management experience - Managing incidents including business expectations and communication
- Basic User & Security Group Active Directory administration especially its integration to  telcordia product security functions
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
- Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation) and its integration to 3PP


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Geforderte Qualifikationen

First Point Group

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