Service Desk Operator – Technical Support

Job Overview:

As a Service Desk Operator, you will be a crucial part of ensuring the efficient and effective delivery of technical support to end-users, contributing to the seamless operation of IT services. Your primary responsibilities will include logging, categorizing, prioritizing, and resolving incidents and service requests in a timely manner.

Responsibilities:

• Incident Management:

1. • Log and categorize incidents reported by end-users, maintaining accurate documentation of issues and resolutions.
   • Prioritize incidents based on urgency and impact, adhering to established service level agreements (SLAs).

• Technical Support:

1. • Offer frontline technical support to end-users, addressing hardware and software issues.
   • Guide users through troubleshooting steps and escalate complex issues to higher support levels when necessary.

• Communication:

1. • Maintain clear and concise communication with end-users, providing regular updates on the status of reported incidents or service requests.
   • Disseminate information on known issues and outages.

• Collaboration:

1. • Collaborate with other IT teams and departments, ensuring a coordinated approach to problem resolution and service delivery.

• Continuous Improvement:

1. • Actively contribute to the enhancement of service desk processes and procedures.

• Adherence to Policies:

1. • Ensure strict compliance with IT policies and procedures, upholding the confidentiality and security of sensitive information.

Qualifications:

1. Students in their final years, or High school diploma or equivalent; additional technical certifications are a plus.
2. Previous experience in a similar role or a strong interest in IT support is a plus.
3. Knowledge of basic hardware, software, and networking concepts.
4. Strong problem-solving and communication skills.
5. Ability to thrive in a team-oriented, collaborative environment.
6. Eagerness to learn and adapt to new technologies.
7. Availability of working in shifts

Languages: Romanian, English