Service Desk Analyst Tier 1 with Italian

Emerson - 1 poziție
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Descrierea jobului

If you are a professional looking for an opportunity to grow, Emerson has an appealing role for you! Based in Cluj-Napoca, this role is responsible for the basic Service Desk tasks such as but not limited to password reset, receiving calls, answering emails, and ticket logging using the request fulfillment and incident management processes in line with the Service Desk objectives. Analyze issues and provide basic IT Technical Support for a community of approximately 50,000 Emerson Employees.

IN THIS ROLE YOU WILL:
* 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.

FOR THIS ROLE YOU WILL NEED:
* Bachelors Degree (Computer Science/Information Technology or related field would be a plus)
* Proficiency in English and Italian, both written and spoken.
* Basic knowledge of the following technologies: MS Office Products, Windows Operating System (Active Directory).
* Good written and oral communication skills
* Attention to detail
* Strong Analytical Skills
* To be a good team player

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 27 iul. 2022 Reactualizat 10 aug. 2022 Expiră 26 aug. 2022
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