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Desktop Support Specialist

  • Warszawa, mazowieckie
  • Specjalista
  • 27.03.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    MoneyGram is a financial connection for friends and family. Each employee plays a part in helping the world transfer nearly $600 billion each year for everything from life’s essentials, to emergency needs and even savings. Our multicultural company operates in more than 200 countries and territories throughout the globe and provides challenging and rewarding opportunities for all employees.
     
    At MoneyGram, we encourage and embolden the entire team to use innovation to enhance our culture, company, products and the communities where we live and work. Connect with us via social media and learn more about MoneyGram, our Foundation and our customers.
     
    At MoneyGram, we act with integrity, treat each other with respect and are committed to our company growth as well as to enabling personal and professional growth. These values are the underpinning of our company culture and the essence of who we are as a collective organization of individuals.
    Desktop Support Specialist
    Work Place: Warszawa
    37176

    Description

    The Desktop Support Specialist (IT Operations Specialist II) is responsible for providing support for IT issues, including day to day deployment and support of hardware and software. This position also performs basic server, telecom, network, middleware, or application support tasks as part of the Technology Operations Management team. The incumbent ensures incidents reported from level 1 groups are resolved or escalated as quickly as possible, meeting all SLA requirements and reducing the need for
    Engineering or Application Development groups to engage in support activities. Additionally, the Operations Specialist position is responsible for identifying trends and escalating any recurring problems to senior support staff; making recommendations to reduce user problems.
    Responsibilities
    • Responds to and resolves support-related service desk tickets based on severity level, adhering to pre-defined SLAs.
    • Works with staff with ultimate goal of resolving 90% of all incidents without escalating.
    • Escalates to higher level when appropriate.
    • Communicates and documents common issues and resolutions to other support staff to minimize user downtime.
    • Communicates and coordinates with senior technical staff to permanently resolve recurring or common issues.
    • Provides feedback to management on support trends and issues.
    • Performs software installations or hardware deployments following standard procedures.
    • Leverages available tools and resources.
    • Coordinates with users to ensure timely delivery following standard SLAs.
    • Performs system rebuilds and upgrades as needed and follows standard operating procedures.
    • Replaces component level hardware and/or perform software upgrades as needed while minimizing user downtime.
    • Provides metrics and trending information to management.
    • Leads small scale projects. Provides support and ad hoc resources for larger projects and initiatives.
    • Provides on-call support on a rotational basis or as needed.
    • Performs other duties as assigned.
    Any combination of relevant education and experience and/or related professional designations/certifications in this field is highly desirable.
    Education
    • Minimum Required: High School Diploma or equivalent experience
    Experience
    • 2 years of IT support experience in the relevant area of technology.
    • 2 years of proven customer service experience, and must communicate clearly, courteously and professionally over the phone.
    Essential Skills
    • Excellent problem solving skills and broad understanding of relationships between hardware and applications, and client/server relationships.
    • Demonstrated ability to probe, diagnose and resolve customer issues.
    • Excellent listening skills.
    • Detail oriented.
    • Ability to prioritize and handle multiple tasks.
    • Excellent written and oral communication skills.
    • Ability to communicate technical information to nontechnical personnel.