IT Service Specialist

Náplň práce, právomoci a zodpovednosti:
Objectives:
Co-ordinate and Manage IT Service Operational activities under IT Operations, primarily covering Incident, Problem and Change Management tasks , Corrective Actions and permanent fix by cross functional teams.

Responsibilities:
- Provide support to customer including software and hardware, monitoring of hosted services and devices
- Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other means customers reaches out to Service Desk seeking IT support
- Identify and solve software and hardware problems by giving step-by-step instructions
- Provide advanced support to customer’s PC using remote control tool
- Effectively communicates with other team members, 2nd and 3rd Level technical teams, end-users to reach SLAs
- Handle and document all incoming requests or incidents within the contractually agreed timeframes in Helpdesk tracking database/Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network/Server Support team, Application Support team or other Support teams and ensure cases' timely resolution.
- Log all calls in the Helpdesk tracking database in English simultaneously with handling the call-in native language
- Instruct users on usage of application systems.

Informácie o výberovom konaní:
* We are required by law to disclose basic wage component (minimum salary) for the advertised positions. Your actual final salary is based on your professional competencies, skills, qualifications and experience matching the position.

If you are interested in our offer, send your CV in Slovak or English to email: ivana.jurikova@prohr.sk.

Požiadavky na zamestnanca:
- General knowledge of IS support and management
- Minimum High School Degree (preferred College /University Degree or studies in progress)
- English language - advanced
Advantages:
- Techno-Functional / Cross Tower experience from SW domain & HW
- Troubleshooting - Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions
- Excellent learning skills and high level of flexibility
- Ability to adhere to established work procedures and protocols
- Flexibility and capacity to grow with the business