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Helpdesk Service Technician
Description:
The HST will be based at the local Microsoft Subsidiaries. The HSTs main responsibility is to ensure that client issues are dealt with in a timely and professional manner following the SOP´s. The HST is the main interface between the local site and the Global Helpdesk Call Centre, which resides in the Hewlett Packard Belfield facilities in Dublin, Colorado and India.
Main duties:
1.Provide on-site technical support to Microsoft employees for agreed OEM hardware as per the agreed Microsoft Standards List
2.Provide Smart Hands support for Microsoft internal software applications
3.Provide on-site support for Microsoft Office products where language difficulties do not allow the client to interact with Global Helpdesk Call Centre
4.Strive to achieve 100% correct call handling as per the Standard Operating Procedures
5.Ensure communications are carried out to the customer throughout the life cycle of a call.
6.Make sure the call is updated at all times.
7.Set realistic and achievable expectations with the client
8.Educate user in proper use of Helpdesk Services via the applicable process.
9.Liaise with Regional HST Regional Manager on a daily basis if required
10.Remain well versed in Helpdesk policies, procedures, standards and documentation
11.Follow logistics procedure for warranty & parts maintenance.
Qualifications:
Essential:
Knowledge of Microsoft Windows XP and onwards
Familiar with installing patches, drivers and Support Packs
Experienced in Outlook troubleshooting and configuration
Experience with hardware troubleshooting & diagnosis on tier 1
Experienced in installation & configuration of hardware
Basic network troubleshooting skills
Must speak native language of the country
Must possess excellent English language skills (both written and oral)
Desirable:
Experience working at a customer site
Previous experience working in a customer service or Helpdesk environment