Service Delivery Representative - Job no. 702638

HP invites you to apply on www.hp.ro/jobs for the following full time positions:

Service Delivery Representative - Job no. 702638

HP invents. We believe in thinking space, room to create, radical ideas and if ever we depart from that culture we’ll start over. Our market is complex, but HP works simple: our structures are straightforward, grouping people and their skills in business or product sectors where they’ll stimulate each other and work best together.

Currently, we are centralizing part of our operations in Bucharest and we are looking for:

SERVICE DELIVERY REPRESENTATIVE

willing to join a competitive, rewarding business environment.

Responsibilities:
• Monitor systems and identify performance issues reactively.
• Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols.
• Works within strict time scales and elevates incidents within defined time windows.
• Works to identify incident trends in order to elevate incidents in accordance with standard protocols.
• Execute manual and automated change management activities as approved and documented.
• Perform routine installations, configurations per standard protocols. Assemble and integrate system/product.
• Perform routine maintenance. May include performing tape/backup operations.
• Understands the impact of operations delivery on the customer's business.
• Contribute to team's ability to meet target goals.
• Prepare on demand reports about his work's KPI's.
• To adhere and respect the legal stipulations, procedures and internal instructions related to quality issues.
• Responds to customer-related problems promptly and appropriately, escalates issues according to established procedures.
• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
• Work effectively in a multicultural environment.
• Respond to common service, product, technical, and customer-relations questions.
• Work with local teammates and virtual team members.

Education and Experience Required:
• University degree or final stage student.
• May hold entry level certification(s) in IT.
• Fluency in English language.
• Working knowledge of IT administration or IT technical skills/knowledge in relevant areas.
• Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve all routine IT problems and some moderately IT complex problems.
• Understand and begin to apply basic project management skills.
• Typically, 1-2 years of working experience in related fields.
• Proficient in professional oral, written and telephone communication skills.
• Ability to build and maintain ongoing relationships with customers, peers, and support partners.
• Able to understand typical Customer system environments with associated business needs.
• Customer focus and self development attitudes.
• Ability to work in a team environment, which may be local, global, virtual, or multi-functional. Demonstrate good teamwork with peers.
• Advanced knowledge of: MS Office, Microsoft Windows OS, antivirus solutions, TCP/IP and networking, in order to provide technical support.