The Global Service Desk Specialist is responsible forproviding desktop support to NI’s employees around the globe, acting as asingle point of contact for employee’s IT needs around incident management andservice request.
The global service desk team deliver solutions with quality,professionalism, and pursues excellent customer experience to non-
technical andhighly technical Engineering staff.
The IT I&O support team is expected to provideprofessional customer service over different channels such as phone, email,instant messaging, and desktop support as necessary.
Tasks include various ITrelated functions such as; installation and support of hardware and software,PC setup and deployment, creating work orders, tracking inventory, and projectassistance
Provides quality internal and external customer experience surrounding the Company values.
Manage customer service request / incidents in multichannel experience (Chat, Email, Phone)Understanding of client business impact on incidents and service requests.
Takes ownership of all incidents and events until resolution and closure.
Detailed and consistent documentation adherence as per internal quality and documentation guidelines.
Liaise with other IT teams to provide clear and accurate communication to customers regarding incidents.
Track, route and redirect problems to correct resources
Assist in building and maintaining IT knowledgebase to ensure rapid resolution of incidents.
Maintain an upbeat, professional atmosphere with customers as well as coworkers.
Other duties as assigned relevant to the IT support functions.
Proven ability for project planning, execution and delivery.
Responsible for continuous improvement and quality assurance.
Occasional need to move computer equipment for installation.
KNOWLEDGE AND EXPERIENCE REQUIRED
Proven experience in technical support / system administration from 3-5 years
Advance student on Computer Science, Information Systems, Telematics or IT Business Management or equivalent work experience is preferred (4+ years).
Candidates must have strong verbal and written English skills B2 (80-85%).
High level of understanding about Hardware, Software Networking, Corporate Infrastructure. Including hands-on experience on desktop, laptop, equipment and components.
Knowledge of Microsoft Windows operating systems TCP / IP, VPN, and Windows networking required.
Proficiency in using MS Office Suite and Windows-based computer applications and corporate cloud solutions such as 0365 administration interface and Active directory.
OSx and Mac devices understanding is highly desired.
PERSONAL QUALITIES AND SKILLS
Talent for world class customer service : the ability to understand customer needs, listening skills, persuasion skills, ability to explain technical / complicated technology to someone not familiar with it.
Talent for troubleshooting, out of the box thinking and problem resolution.
Additional experience, ability to learn, and willingness to work in a fast-paced environment preferred.
Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.