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İlan Detay

CPP Türkiye - Junior IT Analyst

Job Definition

To be the first point of contact for all CPP Turkey’s technology related HelpDesk/ServiceDesk issues and provide ownership for all IT related incidents and requests.

KEY RESPONSIBILITES:

  • Ownership of all IT related incidents and requests, managing these through to a successful conclusion using HP Service Desk Application by logging.
  • Administration of all operational technologies including local Telephony Platform
  • General troubleshooting to identify cause of incidents.
  • Provide support and guidance to users with reference to their IT equipment, and CPP services.
  • Ensure all IT requests and incidents are prioritised and progressed in accordance with procedures.
  • To manage, monitor and track progress of assigned calls, providing feedback to users.
  • To ensure all incidents and requests are dealt with in accordance with SLA’s.
  • To promote the ‘IT Service Desk’ services to all members of CPP TR.
  • Any other tasks considered appropriate to the role and level of responsibility.
  • Comply with the information security policy and procedures.
  • Comply with all regulatory procedures applicable to the role.
  • Report any information security incident, weakness or malfunction.

RISK MANAGEMENT:

  • Comply with the information security policy and procedures.
  • Comply with all regulatory procedures applicable to the role.
  • Report any information security incident, weakness or malfunction.

Key Performance Indicators:

  • All requests/incidents are prioritised and dealt with in accordance with prioritisation criteria and SLAs.
  • Ensure internal KPIs and Service Level targets are met with reference to call handling, resolution of incidents by Service Desk and call logging.
  • Demonstrate that SMC procedures and work instructions are being followed.
  • Demonstrate that a high quality service is being offered to all internal CPP customers.
  • Demonstrate compliance with the Information Security policy and procedures.
  • Demonstrate compliance with all regulatory procedures applicable to the role.


Nature and Scope:

  • Responsible for providing user support across the CPP TR Office.
  • Maintain effective liaison with other Support Groups and areas of the business to ensure all incidents and requests are resolved within SLA, and to the satisfaction of internal users.
  • Work as part of the UK Service Desk Team in a dotted line work scheme, and offer advice, and assistance to other team members when requested.
  • Maintain positive relationships with all areas of the CPP business, and third parties.

Key Competencies:

Role Specific Sub-competencies:

  • Excellent customer facing skills.
  • Friendly, outgoing and helpful attitude.
  • Drive and commitment.
  • Prioritising, Planning and organising skills.
  • Ability to work well under pressure.

Sub-competencies Underpinning Compliance:

  • Understanding customer needs.
  • Performance Management.
  • Monitoring quality and standards.

Experience and Technical Skills/ Professional Qualifications required:

Essential criteria:

  • Experience supporting a Windows NT4/2000/XP/W7/W10 environment.
  • Knowledge and exposure to MS Office products, MS 365, Exchange and Outlook.
  • Strong analytical and troubleshooting skills.
  • Thorough understanding of PC/desktop architecture.
  • Experience in a customer facing IT support/service delivery role.
  • Basic understanding of TCP/IP protocol.

Desirable criteria:

  • Active Directory experience.
  • Experience working with HP Openview / Jira monitoring.
  • ITIL awareness.
  • Experience supporting Call Centre environments; Genesys PureConnect ININ 4.0

Qualifications

QUALIFICATIONS AND JOB DESCRIPTION

  • Temel kriterler:
  • Windows NT4 / 2000 / XP / W7 ortamını destekleyen deneyim.
  • MS Office ürünleri, Exchange ve Outlook'a bilgi ve maruz kalma.
  • Güçlü analitik ve sorun giderme becerileri.
  • PC / masaüstü mimarisinin tam olarak anlaşılması.
  • BT destek / hizmet sunum rolüne bakan bir müşteri deneyimi.
  • TCP / IP protokolünün temel anlayışı.

İstenen kriterler:

  • Active Directory deneyimi.
  • HP Openview izleme ile çalışmayı deneyin.
  • ITIL farkındalığı.
  • Çağrı Merkezi ortamlarını destekliyor.

Rol Özel Alt Yetkiler:

  • Mükemmel müşteri yüzleşme becerileri.
  • Güleryüzlü, giden ve yardımsever tutum.
  • Sürücü ve bağlılık.
  • Önceliklendirme, Planlama ve organizasyon becerileri.
  • Baskı altında iyi çalışma yeteneği.
  • Müşteri ihtiyaçlarını anlamak.
  • Performans Yönetimi.
  • Kalite ve standartların izlenmesi.