Help Desk Specialist

Job Purpose:

We are looking for a person who will be handling IT related requests from employees, providing immediate support and/or forwarding the requests to an appropriate stakeholder within IT Department according to IT Services Portfolio, and performing IT Processes Quality Assurance.

Duties and Responsibilities:

• Operate Company Hotline "*911" calls providing basic information about IT services, processes, the status of incidents, general IT related advisory
• Register and track incidents from employees in BCM HelpDesk and assigning the incidents to appropriate stakeholders within IT Department according to IT Services Portfolio. In the case of receiving a complex task, it should be divided into smaller tasks and forwarded to appropriate directions
• Manage IT related tasks connected with hiring, relocation, dismissal, transfer and upgrade procedures according to IT Services Portfolio and internal procedures: process, register, and delegate incidents to appropriate Service owner, track their correct completion till closure, indicate possible problems and risks and raise them to appropriate stakeholder
• Notify the team, IT department and the company about services failure
• Instruct new employees about their rights and responsibilities related to utilizing IT resources
• Perform account management tasks related to creating/releasing user account in AD
• Creating/releasing PC account in AD, creating project's mail group, changing memberships of project's mail group, granting access to Project sites, server Source
• Manage specific Access management procedure related to granting/revoking access to IT resources
• Manage IT related tasks connected with Atlassian tools: creating Jira project/Crucible project/Confluence space; granting access to Jira project/ Crucible project /Confluence space; granting access to Internal Resources for external users
• Assist in providing Layer one support: troubleshooting Print Server, granting local administration rights
• Track incidents connected with overdue resources processing: project resources release, reassign, transfer, update all appropriate CMPs (configuration management plan)
• Keep Days Off calendar on Portal up to date
• Perform Quality Assurance of IT Department Processes

Requirements: 

Education

• Bachelor or Master degree in Computer Science or similar 

Specialized knowledge

• Help Desk systems (desirable)
• MS Windows XP, Vista 7
• MS Office

Experience

• MS Windows Systems
• Linux (desirable)
• Work in Call Center

Skills & abilities

• English: Intermediate strong level or higher
• Troubleshooting skills
• Work using checklists
• Ability to work under pressure

Personal qualities

• Diligence
• Responsibility
• Accuracy
• Team player
• Excellent communication skills
• Client orientation
• Open to constructive criticism

Working conditions

• Work in shifts
• Flexible schedule