IT Service Desk Engineer

6 days ago

Pécs, Baranya, Hungary HARMAN International Full time 2,800,000 - 4,200,000 per year

IT Service Desk – L1 Engineer
Role And Responsibilities (Including, But Not Limited To)

  • Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries
  • Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory)
  • Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
  • Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
  • Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
  • Communicate progress on Incidents and Service Requests in a timely manner back to the end user
  • To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
  • Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
  • 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 (ITIL V3 and Edition 4) is preferable, but not essential
  • Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable

Demonstrated Experience

  • Excellent English communication skills (written and verbal) and telephone call handling etiquettes
  • 2 to 4 years previous IT Service Desk experience required
  • Incident Management experience (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 11 and O365.
  • Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)
  • Minimum Education: Graduate in Engineering or Science

Behavioral Attributes

  • Strong communication skills, both verbal and written (English language)
  • Work well in team environments and be self-motivated/self-starter
  • Strong listening skills and ability to innovate and brainstorm around business ideas and needs
  • A self-motivated achiever who gains satisfaction from providing excellent customer service
  • Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results-driven in global environment
  • Able to derive results in an ambiguous setting and accomplish results in line with business needs

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