Service Desk Analyst Tier 1

Emerson - 1 poziție
Oraș de lucru
Tipul job-ului
Nivel carieră
Studii
Salariu Nespecificat
Limbă străină
Industrii
Permis conducere Nespecificat

Descrierea jobului

This role is responsible for the basic Service Desk task but work is closely supervised 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.

Are you eager to take your career to the next level? If yes, we welcome your application for this role of Service Desk Analyst Tier 1 with French (ID:22016012).

WHAT YOU WILL DO:
* 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:

Education: BS Computer Engineering/ Information Technology

English and French: Advanced

Job-Related Experience:

1-2 Years Experience in Service Desk

Specific Knowledge & Skills

Demonstrated basic knowledge and experience of the following platform/technology:
* 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

WHO YOU ARE:

You are passionate about making an impact and always act with integrity. You continuously push yourself to achieve new goals and are not afraid to question the status quo by proposing creative solutions to problems.

Our Offer to You

By joining Emerson as our Service Desk Analyst Tier 1 with French, you will be working at the heart of our business. This means that the skills and business insight gained can serve as an invaluable foundation for developing your career within our global organization. We offer plentiful opportunities for advancement and support this through our formal personal development planning process.

Our on-boarding program uses a blended learning approach to get you up and running as quickly as possible. You benefit from Emerson certified trainers with extensive knowledge of our customers, products, and applications.

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

We encourage and support several Employee-led Resources Groups that promote a diverse and inclusive workplace, among them Women Impact Network, LGBTQ+A, and Somos.

This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about this here: https://www.emerson.com/en-us/careers/diversity-and-inclusion 

Get to Know Us

Find out more by visiting our LinkedIn, Facebook, Twitter, and YouTube pages or at www.emerson.com

The hiring manager for the position is Virgil-Vasile Gota (Team Leader Service Desk)

For more questions please contact: sara.felecan@emerson.com

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 9 mai 2022 Reactualizat 23 mai 2022 Expiră 8 iun. 2022
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