Helpdesk Specialist
Helpdesk Specialist
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About ITT:
At ITT we have a clear purpose as an organization to provide our customers with cuttingedge solutions to help solve their most critical needs across key global end markets. Our continuous improvement mindset drives our commitment to evolving our capabilities as a multiindustrial technology manufacturing and engineering leader. With a strong global footprint of more than 100 facilities we are well positioned to solve critical challenges for our customers around the world. Our locations include manufacturing facilities and global service capabilities in 35 countries. Through these worldwide operations and building on our heritage of innovation our approximately 11000 team members partner with our customers to deliver enduring solutions that make a lasting difference and help the world move forward. ITT is headquartered in Stamford CT with sales in approximately 125 countries. The company generated 2024 revenues of $3.6 billion.
- Motion Technologies: (Revenue of $1.4B; headcount of 4000; operates in 13 countries) manufactures brake components and specialized sealing solutions shock absorbers and damping technologies primarily for the global automotive truck and trailer public bus and rail transportation markets.
- Industrial Process: (Revenue of $1.4B; headcount of 3400; operates in 30 countries) manufactures engineered fluid process equipment serving a diversified mix of customers in global industries such as chemical energy mining and other industrial process markets and is a provider of plant optimization and efficiency solutions and aftermarket services and parts.
- Connect and Control Technologies: (Revenue of $0.8B; headcount of 3800; operates in 10 countries) manufactures harshenvironment connector solutions critical energy absorption flow control components and composite materials for the aerospace and defense general industrial medical and energy markets.
Position Summary
The purpose of the role is to provide a single point of contact for all users in ITTs computing environment for the resolution and processing of IT incidents and requests. This position supports all information technology needs of our global end user community. Supported to the furthest extent possible is the computing hardware and software associated with these activities such as desktops laptops mobile phones and peripherals. This support is accomplished in a timely and accurate fashion with focus on the highest level of customer service.
Essential Responsibilities
Our Technical Assistance Centre (TAC) team operates 24/7 across the US and Greece. Operational hours in Greece are from Monday to Saturday and specific Bank Holidays and working hours are from 06.00 am to Midnight. You need to be able to work on rotating shifts and occasionally to able to be an On Call status (Saturdays / Bank Holidays). Working week will be Monday Friday or Tuesday Saturday.
You will be working on first level support for internal & external end users on a global level and across different timezones receiving emails & phone calls recording those cases and resolving or escalating accordingly. Main tickets are related to hardware/software account access password recoveries in addition to incident triage.
Position Requirements
- Technical Vocational Degree or Bachelors Degree in Computer Science Information Sciences or related field.
- 12 years experience in a relevant role as Technical Support Agent or Desktop Engineer or IT Support.
- Well versed in computer hardware and software systems in an enterprise environment (for remote troubleshooting / remote hardware diagnosis).
- Familiarity with corporate Active Directory Environment.
- Proficient with technical troubleshooting methodologies and experience in initial troubleshooting of IT related issues.
- Experience in a high contact volume fast paced environment
- Exceptional verbal and written customer service skills
- Very good knowledge of English language as this will be the working language and you will be supporting end users from all around the globe.
- Working knowledge of a range of diagnostic utilities used in the troubleshooting of technical issues.
- Willingness to adjust schedules in a mutually agreeable manner in order ensure proper coverage for helpdesk services (covering for teammates on holiday etc..
- Strong ability to apply proven troubleshooting methodologies to quickly diagnose and resolve issues.
- Highly effective interpersonal skills and relationshipbuilding skills.
- Strong written and oral communication skills.
- Ability to present technical ideas in a manor appropriate to varying end user competency.
- Understanding of your own role in contributing to the organizations goals and objectives.
- Strong analytical and problemsolving abilities with very keen attention to detail.
- Selfmotivated and directed with the ability to effectively prioritize and execute tasks in a highpressure environment.
- Strong ability to work in a teamoriented collaborative environment.
- Strong customerservice and strong commitment to acting in the customers best interest.
- Adept at reading writing and interpreting technical documentation and procedure manuals.
- Ability to conduct adhoc research into hardware and software issues and products as required.
- Ability to adapt technical concepts and terminology to align to the end users level of technical expertise
- General understanding of ITIL concepts used in corporate computing environment will be highly appreciated.
#LIHYBRID
Required Experience:
Unclear Seniority
Employment Type
Full-Time
