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IT Helpdesk Support

  • Mielec, podkarpackie
  • Specjalista
  • 30.01.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

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    IT Helpdesk Support
    Job Reference:1911BR

    LM People Job Code/Title:   

    N5033I/Technical Support Helpdesk Specialist

    Location:

    Mielec, Poland
    Programme / Functional Group:EBS
     

    Description of Business Environment:

    Lockheed Martin’s International Corporate and Enterprise Business Services (EBS) units, consists of Business Development, IT Services, Payroll, ESH, HR and Finance functions that support the business across the whole of the EMEA region. With employees located throughout the UK, Europe and Middle East, LM Corporate and EBS provide EMEA wide support to all the LM International business areas.

    Specific Job Description:

    This position will report to the LMPL IT End User Experience Manager and Team Lead.

    Position responsibilities include, but are not limited to;

    • Resolving technical problems and answering queries in support of internal and external computer hardware, software, network, and telecommunications systems
    • Successful diagnoses, identification, and isolation of problems based upon comments and complaints
    • Researches and analyses problems utilizing own expertise, historical database records
    • Routing calls to available specialists in more complex and difficult cases
    • Responds promptly with appropriate solutions
    • Alerts management to recurring problems and patterns of problems
    • Logging calls using relevant toolset whilst adhering to agreed SLAs where possible
    • Provide remote support for dial in users including the use of VPN
    • Support of mobile devices and encrypted USB memory sticks
    • Profile and support Restricted LAN Interconnect and Shared Working Environment accounts
    • Write, update and maintain written processes and procedures
    • Send System Alert and outage communications to user base

    Required Skills:

    • Basic knowledge of Microsoft Operating Systems
    • Experience with Microsoft Outlook and Microsoft Office Suite Support experience
    • Self motivated with willingness to learn from colleagues
    • Must be a good team player and able to use own initiative
    • Excellent Communication skills (written and verbal)
    • Demonstrated outstanding customer service skills
    • Demonstrated telephone etiquette skills

    Desired Skills:

    • Demonstrated telephone etiquette skills
    • Dynamic and flexible "can-do" attitude
    • ITSM Support experience and ITIL familiarity
    • VPN/Remote Access Support experience
    • Mobile device support experience
    • Networking environments including wireless
    • PC/Technical Support service desk experience
    • Excellent time management skills

    Standard Job Description:

    Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

     

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