Senior Helpdesk

4 semanas atrás

Lisboa, Portugal Michael Page Portugal Tempo inteiro

Senior Helpdesk  (m/f)Referencia: JN -********
Adicionado em 27.05.2024
Sobre os nossos clientes
* Our client is a global company in industry sector; * Our client is an reference company with more than 100 years in the market. Descriçao da oferta This client is looking for Senior Helpdesk, specialist in software support, with experience in ServiceNow.
Description Provides level 1 and 2 technical remote phone support for clients at local office and remote locations; Support and analyze requests for help, resolving the problem immediately if possible. Otherwise, determine a technical specialist or technical group in the IT department to whom a particular problem should be escalated; Assist in the repair and recovery from hardware or software failures and system outages, by coordinating and communicating with impacted constituencies; Identifies patterns, implements solutions for Self Service and Automation opportunities to increase department efficiencies; Conducts detailed analysis of problems encountered by users and utilizes a clear understanding of the businesses operations, processes, and technology to develop and propose alternative solutions; Excellent communication skills to lead and drive process improvements; Strong skills in an ITSM Tool (preferably ServiceNow) to implement workflows, dashboard and train our end customers; Perform routine monitoring of systems, standard processes, and scheduled jobs; Supports Windows and IOS Clients. Troubleshooting client device issues, connectivity, package deployment and virus removal; Assists in appropriate level software installations, patches and upgrades to maintain system integrity and security; Develops and maintains appropriate system documentation; Act as a mentor to junior members of the Help Desk; Act as first point of escalation for junior team members. Profile 3+ years of desktop support, customer support and/or helpdesk experience; In depth knowledge of maintaining and upgrading Windows 7 and 10 OS, Microsoft 365 Productivity Applications and Windows networking; Familiarity with MAC OS and iOS; In depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment; Experience using Service Now or other Enterprise Help Desk incident and IT Service Mgmt. tools; Experience supporting VOIP and soft phones; Experience using remote client management tools; Experience supporting clients with device encryption and anti-virus software; Experience supporting Wi-Fi security, VPN, network access and security certificates. Job Offer Great opportunity to join an international company; Great opportunity to join an dynamic team. O que procuramos
Helpdesk; Técnico de Sistemas; Técnico de Suporte; Senior Helpdesk; Senior Suporte; ServiceNow; Service Now
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