IT Service Desk

Job Description:Communicate updates/questions/resolutions to customer in EnglishTranslate customer issues/queries/requests into English within the Service Management tool so that 2nd & 3rd line teams can understand.Using remote control tools solve 80% of issues on the first interaction with the customer.Analyze problem management data to identify key trends and recommend remedial action (process improvement).Be a mentor to junior staff. Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed.Act as a first line resource on all support issues and requestsProvide support to other teams as appropriate or directed.Provide ‘How To’ guidance and training to users and junior co-workers on common application issues/requests.Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful support service.Participate on global and regional project teams.Keep processes, knowledgebase up-to-date.Work on continual service improvement objectives as given by line manager.Perform other duties as required. Job Requirement:Bachelor’s Degree in Computer Science / related field or School diploma and 2 years IT experience in a network environment utilizing PC / server software; or equivalent combination of education, training and experience.Knowledge of Microsoft Server, Workstation and network technologies.Knowledge of industry standards in regards to system and network administration.Ability to solve PC related problems utilizing remote control tools.Excellent verbal and written communication skills.Strong analytical and troubleshooting skills.Candidate must be willing to work in shifting schedule.