IT SERVICE DESK OPERATOR

Education and work experience:

Higher education (University degree or higher) in IT&T area without any work experience requirements or secondary professional education) in IT&T area and not less than 2 years of the relevant work experience.

Main functions:

• Provide a central point of contact for IT (information technology) and Telecommunication services for the KPO organization and approved 3rd party contractors.
• and track all service requests and incidents and ensure they are completed in a timely manner and in accordance with the requestors’ requirements. Provide end-to-end Incident Management and monitor call queue in IT Service Management software and SAP Solution Manager systems.
• Determine source of computer problems (hardware, software, and user access), photocopier and printer equipment, and mobile devices of users. Solve basic problems connected with software and business systems applications including SAP remotely where possible.
• Receive IT and Telecom support calls from users (English & Russian speaking) by telephone, email, and request forms and in person.
• Record accurately all support call information, including requestor details, incident information and necessary information in IT Service Management software.
• Communicate with users to obtain sufficient information about the nature of support requests.
• Establish and assign priorities to incidents reported to the IT&T Service Desk to ensure that incidents are resolved in accordance with the impact on the business.
• Allocate Calls to appropriate Sections and / or Specialists.
• Inform users upon the completion of work.
• Solve basic problems connected with software and Business Systems applications including SAP remotely where possible.
• Monitor and control queries in voice mailbox.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Update internal Quick Solutions/Known Errors database.
• Participate in the development and maintenance of Standard Operating Procedures (SOPs).

Necessary knowledge and skills:

• Upper-intermediate (B2) English level is an advantage on this role; 
• Microsoft Office applications;
• Effective communications skills at all levels including Directors and Managers;
• Ability to work under pressure;
• Must be customer service focused;
• Must work pleasantly and professionally with customers and employees at all levels of the organization;