[Инфо] IT Coordinator – Local Service Desk

[Evgeniy Pivovarov]

Position
IT Coordinator – Local Service Desk
Responsibilities:
• Organize the timely resolution of all helpdesk queries, problems and complaints in order to ensure end user satisfaction
• Provides first level support to customers' requests
• Installation of the IT equipment in the office
• On site diagnose, repairs and upgrades hardware or software as necessary
• Performs diagnostics of customer issues
• Resolves customer issues by troubleshooting over the phone with customer contacts
• Refers customer issues to upper level support when necessary
• Ensures accurate documentation of all calls handled
• Performs follow-up call-backs with customers
• Keeps up-to-date on all Service Desk processes and troubleshooting procedures
• Ensuring that user requests are logged and resolved within the approved time frame
• Providing of first line technical and/or support and problem solving in cases of network failure
• Escalating problems accurately and on time to the IT Service providers, for example in case of a network failure or a computer or service failure and keep users with outstanding problems informed of the status and any unforeseen delays in the resolution process
• Handing Multi-functioning devices (print, scan, copy, fax)
• Inventory of IT assets
• Maintaining all IT Services procedures, databases and documentation

Requirements:
• Knowledge of desktop and laptop hardware
• Office equipment knowledge (MFU, printers, scanners, faxes)
• Network knowledge. (LAN, WAN, TCP/IP, WIFI, DHCP)
• Professional knowledge of OS Windows XP – 7
• Advanced user of MS Office (Word, Excel, Outlook, Power Point, Access)
• Advanced user of Lotus Notes (preferable)
• Active Directory. (preferable)
• 1C 7-8.1 and other KZ finance applications (preferable)
Education & Language Skill
• Technical degree in Computer Science or equivalent
• Intermediate English
Specific Competencies

• Excellent troubleshooting skills
• Logical thinking
• Excellent customer service and interpersonal skills
• Excellent communication skills
• Ability to work in shifts and flexible working hours
• Ability to work in a multinational/multicultural environment
• Team member with strong interpersonal skills;
• Able to work under pressure;
• Ready to take on responsibility.
• Capable for self-education

Conditions:
• Full Time
• 5 days per week
• Salary after Interview
• Probation period – 3 month

Contact email - evgeniy.pivovarov(a)novartis.com

CV acceptance deadline - September 20th 2012