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05.02.2020, Ref.#: L1
★★★★★ Service Desk Analyst with English and/or Spanish, Инграм Микро ГБС ЕООД  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за кандидати с малък или без опит
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Service Desk Analyst with English and/or Spanish

Why Ingram Micro?

The Promise of Technology Starts with Our People

It truly is all about the people at Ingram Micro. We work as one team in delivering outstanding value for our vendor and customer partners. But that promise would go unfulfilled without our people and their unique contribution. We like our fellow associates and are proud of our collective contributions as they serve as the basis for what makes us so successful.

Ingram Micro attracts and hires exceptional people who are creative, innovative, flexible, bright, adaptable and team oriented. We are part of a diverse, hard-working team that knows how to have fun. We enjoy a working environment where all are encouraged to contribute new ideas.
All of this is what makes us one of the best choices, whether you're launching or growing your career.
At Ingram Micro, you will build your capabilities to new heights that will be rewarding personally and professionally.


Key responsibilities:

• Acting as the initial point of contact for phone calls, chat and emails from associates regarding IT issues and queries
• Performing initial and some more complex troubleshooting with the aim to resolve at first call or escalate quickly and correctly if unable to resolve
• Utilising all available methods to resolve incidents (phone, email, chat, remote control/assist software)
• Adhering to response and escalation SLA’s
• Must be able to work in a 10 x 5 support environment and interact with customers from various countries
• Strong support queue management discipline to ensure that all tickets are up to date and to help others if necessary
• Taking ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Skills and Qualifications:

• University degree and/or training requires such as degrees, courses or study, certifications
• An ITIL qualification is preferable but not essential
• 2 years previous IT Service Desk and/or Call Center experience preferable but not essential
• Basic User & Security Group Active Directory administration exposure (Account Unlock, Password Reset, Account Modification, Group Modification)
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 и Office 365
• Experience with using and troubleshooting Outlook 2013/2016/O365 within a network environment
• Fluency in English and/or Spanish
By sending my application, I give my permission to Ingram Micro GBS EOOD to administrate my personal details included in my CV and/or Cover Letter with the purpose of participating in a recruitment process for an open position in the company.
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