- Technical Support: Involved in Incident, Problem and Service Request Management. Provide worka-rounds and solutions based on Service Level Objectives. In the case of Problem Management, collaboration with IM&T Competency Centers or Solution teams to ensure timely corrective actions and testing by other users. Propose or recommend IM&T Services modifications to reduce user impact. Refer more complex prob-lems to problem managers and/or senior level.
- Communication: Clarify tickets logged with requesters and communicate about resolution progress. Ensure satisfactory customer service and prompt response times to the requesters. Share her/his support knowledge with peers in the same team and maintain associated documentation. Communicate with user community to provide the status of open problems and the changes associated with new solutions. Escalate significant is-sues or outages to the management. Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
- Information Security: Ensure security rules implementation as per the policies.
- Temporary position for 1 year term contract
- Fluency in English
- Professional experience: 2-3 years minimum relevant experience
- Strong knowledge of Microsoft based operating systems
- General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
- Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc.)
- Basic Knowledge in SAP system (account, print)