Publicat 26 octombrie 2018 Valabilitate 26 noiembrie 2018 SIBIU

Service Desk Technical Support Servicii

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Brief Description of the Role

The role will be mainly responsible for taking emails and calls from our Clients’ Customer Care Departments & Service Desks (in English and German) reporting any live client service issues or requesting information about the service. This involves managing an email-based incident tracking system to resolve client requests, where necessary working on more complex issues with Mi-Pay second line technical support function. The goal is to provide customers with an excellent support, where they know the status of the problem tickets they raised.

The position is also responsible for transaction alert monitoring, transaction reports analysis and end user testing in order to identify operational issues.

 

Essential Requirements

  • Ability to work a monthly shift pattern covering full office support during normal working week, from Monday to Friday, 08.30 AM – 02:00 AM EET and additionally provide “on call” support for a minimum one week per month, during night hours from home, weekends or public holidays according to a rotation pattern;
  • The shift pattern and On Call Rota will be agreed monthly in advance;
  • A good standard of education;
  • Clean criminal record;

 

 Skills

  • Very good verbal and written English language communication skills; German is an advantage;
  • PC literacy in Windows, Internet Browsing, Microsoft Office package: Outlook, Word, PowerPoint and Excel;
  • Troubleshooting and analysis skills in a logical manner, with attention to detail; ability to find and understand the root cause of a problem and identify solutions;
  • Customer and issue management skills; a strong sense of ownership of a problem;
  • Intelligence and independent thinking;
  • A reasonable understanding of IT, or aptitude for IT;
  • Ability to plan prioritize and multi-task in a complex and dynamic operational environment and under pressure.
  • Ideally an understanding of IT security, applicable legislation and Payment Card Industry regulation.

 

Personality

  • Self-confidence;
  • Empathy, a people orientated and pleasant personality; enjoys interacting with customers by email or phone, but also debating problems with colleagues, sharing and chasing for information;
  • Proves curiosity and has self-initiative in learning complex services and products;
  • Values professionalism, company image in front of the clients and expertise;
  • Is organized, methodical and not superficial;
  • Has a strong work ethos: a willing to accomplish all given tasks and not procrastinate, a strong sense of ownership for the assigned tasks;
  • Values professionalism, company image in front of the clients and expertise;
  • Values loyalty, honesty and integrity.

 

Service Desk Support Responsibilities

  • Provide 24/7 Level 1 Operations Support as per a shift pattern and On Call Rota communicated by the manager and published in advance for the following calendar month as follows:
  • Full office support in all aspects described herein during normal working week, from Monday to Friday, 08.30 AM – 22.00 EET and
  • On call availability and support in case of any system maintenances or potential Priority 1 or Priority 2 incidents raised by phone or email or system alerts triggered during night hours, weekends or public holidays.
  • Log incidents on the Mi-Pay CRM system with a priority, category and assigned representative;
  • Handling incoming calls, offer support on the phone and record calls accordingly;
  • Troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements
  • Provides assistance and advice to business users in the effective use of applications and information technology

 

Technical Helpdesk Support Duties

  • Responsibility for analyzing Live Application Support Incidents.

- Accurately documenting the reasons and fixing the problems causing the incident, or allocating the problem with a clear descriptor to our development team; and managing the incident through to closure of a fix and reporting.

- Ensure that Incident follow-ups are actioned and completed, seeking input/updates where necessary

- Reporting on incidents, releases, problems.

  • Use investigation & resolution skills to investigate the cause of risks and issues
  • Ensure all changes to systems supported by Operations comply with the documented Change Control Process.
  • Bring to the attention of the management any service level risks and issues.
  • Carry out a range of coordinated deployments, including pre-checks and post-checks
  • Report work status regularly to Mi-Pay Support Manager

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