Help Desk Specialist main responsibilities:

• Providing first level contact and convey resolutions to internal users’ issues
• Internal users will be from Romania with escalation points in France and at External contractors.
• Properly escalating unresolved queries to the next level of support in France and at External Contractors
• Tracking, routing and redirecting problems to correct resources

Job brief

We are looking for an internal customer service-oriented Help desk specialist to provide technical support to internal users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will need to understand technical problems, redirect the issue to the appropriate technical team and provide support for all assigned areas. The goal is to make sure that internal user satisfaction is maintained to the standards set forth by the company.

Responsibilities

• Provide first level contact and convey resolutions to internal issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update opened tickets and produce activity reports
• Walk internal users through problem solving process
• Follow up with internal users and all parties involved in issue solving (IT Romania, IT France, External Contractors), provide feedback and see problems through to resolution
• Utilize excellent soft service skills and exceed internal users’ expectations
• Ensure proper recording, documentation and closure
• Develop and update Management Reports on existing, in progress and closed tickets. 
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Build a knowledge database on resolved tickets. 

Requirements and skills

• Proven working experience in providing Help Desk support
• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Strong organizational skills
• Attention to details
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Information Technology, Computer Science or equivalent