Remote Desktop Service

Job Description:

Helpdesk Specialist RDS (Remote Desktop Support)Language Skillsets: fluent German + English

Job Description Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings. Communicate comfortably and effectively with customers and management Demonstrable Subject Matter Expert on Service Desk Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management; Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies; Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups; Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same; Excellent communication (verbal, written, listening) and influencing skills. Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users Route problems to internal I.M. support staff Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices Principal Accountabilities Designated above plus: Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems. Training: Be willing to participate in on the job training designed to enhance skills and support capabilities. Knowledge, skills & experience Education any formal background will be considered, IT background preferred. Analytical and systematic problem solving skills required. Good English written and communicational fluency expected. The following will be considered an advantage: Help desk, customer service, and support experience with problem solving involving hardware, software, and networks. Phone support experience. Technical helpdesk or technical call center experience. Technical & customer specific training will be provided. English fluent. Work may be designated for any shift time (24/7 support) so night time and holiday availability may be required. Helpdesk Specialist RDS (Remote Desktop Support) Language Skillsets: Germany German + EnglishMalaysia Mandarin + EnglishMexico Mexican+Spanish + English Job Description Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings. Communicate comfortably and effectively with customers and management Demonstrable Subject Matter Expert on Service Desk Expert knowledge of Service Desk.

Job type: Permanent Division: eTeam Workforce Limited Reference: 22-04542