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IT Helpdesk Support

Lockheed Martin Global, Inc.O firmie

  • Mielec, podkarpackie

  • Ogłoszenie wygasło 8 dni temu
  • Specjalista (Mid / Regular)
IT Helpdesk Support
Job Reference: 8197BR
LM People Job Code/Title: N5032I/ Technical Support Helpdesk Senior
Location: Mielec, Poland
Programme / Functional Group: EBS
 
Description of Business Environment:

Lockheed Martin’s International Corporate and Enterprise IT units with employees located throughout the UK, Europe, Middle East provide support to all the LM International business areas within EMEA region.
Specific Job Description:

IT helpdesk analyst will be responsible for answering calls from mainly from US based customers, also supporting PL & international locations. Working shifts between 6:30 – 21:00 CET (UTC +1) working in 9/80 work schedule.

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) in both English and Polish
  • 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.

Please include the following clause in your message: „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 roku o Ochronie Danych Osobowych; tekst jednolity: Dz. U. z 2002r. Nr 101, poz. 926 ze zm.)

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