Job Description

• Looking at monitoring alerts and notifying the respective towers to be within SLA
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from customers via telephone and email, chat
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers, Iphone, Exchange & Active Directory.
• Escalate unresolved calls to the appropriate support groups
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio, Project)
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Handling major incidents by coordinating with multiple teams
• An ITIL qualification is preferable but not essential
• MCP certification would be desirable

Demonstrated Experience

• Excellent communication skills and telephone manner.
• 1-2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience and Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010
• Experience with using and troubleshooting Outlook (2010 and above) within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Required Attributes

• Strong communication skills, both verbal and written
• Work well in team environments and be self-motivated/self-starting
• Strong listening skills and ability to innovate and brainstorm around business ideas and needs
• Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven
• Able to derive results in an ambiguous setting and accomplish results in line with business needs

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.\xc2\xa9 2024 HARMAN International. All Rights Reserved. If you are using a screen reader and are having problems using this website, please call (800) 645-7484 for assistance.

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