• Help Desk Associate
    BNP Paribas Cardif
Departman

• Yazılım ve Bilgi Teknolojileri

Lokasyon

İstanbul Avrupa

Kimler Başvurabilir?

QUALIFICATIONS

  • Bachelor’s Degree in engineering or technology domain,
  • Experience in administering desktops, laptops and peripherals (like printers, scanners, etc.),
  • Troubleshooting on general applications like MS Office and e-mail services,
  • Prefarably on Active Directory, Group Policies, WINS, DNS, DHCP, Windows Terminal Server, TCP/IP Networking, System Monitoring, Patch and Anti-Virus Management Systems, Basic Knowledge of Network Infrastructure, Hardware, Internet Technologies etc.
  • Very good level of English both written and spoken,
  • Minimum 1 years related experience is plus.

JOB DESCRIPTION

  • Manage the Service Desk department supporting core services,
  • Ensure 1st / 2nd level ticket resolution meets SLA requirements,
  • Manage the process of escalation between teams and management,
  • Participate in the development of Service Level Agreements and ongoing management of service level compliance,
  • Participate in and drive participation of the Service Desk in the organization’s Change Management and Asset Management processes,
  • Develop and demonstrate an understanding of customer approach,
  • Resolve escalated customer and vendor issues,
  • Resolve daily issues of a complex scope that impact the team and overall business objectives,
  • Development of Service Desk metrics and KPI’s
  • Develop and enhance cooperative interdepartmental and vendor relationships and communications,
  • Strong sense of customer impact and service continuity,
  • Good IT competencies, strong analytical skills and problem solving, documentation and reporting abilities.

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