Service Desk Analyst Tier 1 with French (12 months)

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Descrierea jobului

* Handle e-mails within IT Service Desk Queues and open incidents/requests based on the information gathered from customers.
* Provide first-level technical support by responding to queries over the phone or email.
* Limited use and/or application of Service Desk procedures, processes, and concepts with close supervision.
* Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct workgroup.
* Accurately document the details of requests or issues raised by the user including the troubleshooting steps performed in the ticket.
* Creates a positive customer support experience through handling concerns in a highly professional manner.
* Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in ININ. 
* Achieve the targets set based on the standard KPI.
* Follow specific detailed instructions.
* Follow-up with customer to gain additional information or required document.
* Utilize the Knowledge Management Tool in HP Service Manager to respond accurately and effectively to requests or issues.
* Performs other duties as assigned.  


Education: BS Computer Engineering/ Information Technology

Job-Related Experience: 1-2 Years Experience in Service Desk

Specific Knowledge & Skills
* Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
* MS Office Products
* Hp Service Manager
* Local Area, Wide Area, and Wireless Networks
* Sharepoint 2010/2012
* ITIL v3 Foundation
* Good written and oral communication skills
* Experience in Global Support
* Attention to details
* Good Team Player
* Strong Analytical Skills
* English - advanced level; French - B2

Descrierea companiei

At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher. As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets. Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure. Emerson, a Fortune 500 company with $15.3 billion in sales and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers. Whether you’re an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you’ll find a variety of opportunities at Emerson. Join our team and start your journey today.
Publicat 5 mai 2022 Reactualizat 26 mai 2022 Expiră 4 iun. 2022
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