Senior Help Desk Technician | US
Crawford and Company Broadspire Phils., Inc.
- Taguig, PhilippinesFort Bonifacio, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
To provide advanced ICT Service Desk support to all Crawford & Company and 2nd line escalation for all incidents being raised. This includes general ICT support tasks, advanced troubleshooting, systems administration, testing and installation of software and server and network support.
Responsibilities:
- Prioritizes and diagnoses incidents according to agreed procedures.
- Investigates causes of incidents and seeks resolution.
- Facilitates recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures.
- Assists the Service Desk on a day to day basis including taking calls.
- Logs, analyzes, and rectifies issues reported to the Service Desk.
- Manages user AD and application accounts according to Corporate policy.
- Escalates unresolved incidents or re-assign issues to the relevant team as required.
- Logs and creates tasks and other requests within Ticket system that do not count as an Incident.
- Tests server connectivity, data backup success, and email functionality daily.
- Assists Service Desk Analysts with workload prioritization.
- Liaises with local and regional Field Support, Technical Services, and ICT Management to ensure issues are rectified quickly, correctly, and efficiently.
- Recommends improvements to the ICT services, provisions, and processes.
- Adheres to Global, Regional, and Local Policies and Procedures (Security, Legislative and Client).
- Ensures relevant ICT Management are made aware of high priority issues or failures.
- Provides training to new Service Desk Recruits.
Trình độ tối thiểu
Education:
- College or technical school education.
Knowledge and Skills:
- Windows 2008/2012 Server.
- Advanced experience of Microsoft Active Directory including User Account Administration, Sites, and Services and GPO application.
- Windows 7/8 Professional.
- TCP/IP Networks including DHCP and DNS.
- Virtual Private Network set up and fault finding.
- Citrix or VMWare Application and Desktop Virtualization.
- Lotus Notes/Domino Support (Version 8 onwards).
- Any experience of Domino Administration would be beneficial.
- MS Office 2013 (any experience of Office 2007/2010 is useful).
- Sophos Anti-Virus/Safeguard Encryption or other Security and Data Encryption Package.
- Previous experience of supporting bespoke applications.
- VoIP Telephony.
- Smartphone support (Apple iPhone preferably).
- Mobile Device Management Installation and Support.
- PC hardware break-fix identification.
- Printer operation and network printing installation and support.
- Excellent communication and interpersonal skills with people at all levels.
- Demonstrable problem solving and analytical skills.
- Excellent organizational skills.
- A strong attention to detail.
- Good team-working ability, particularly within a small team and across borders.
- Ability to take on and complete ICT projects.
- Ability to implement standards and procedures for security and performance management.
Experience:
- 3 years experience in a Call Center or similar work environment.
- Ability to communicate clearly and direct over the phone.
- The ability to self-motivate and hold team accountable.
Decision Making / Interaction:
- Ability to make sound judgment as to when to escalate issues.
- Determine whether teammates are capable of solving issues at hand.
- Adhering to procedures as well as maintaining staff to follow procedures.
- Provide Manager with suggested improvements of procedure.
- Notify Manager of high priority or escalated issues.
Special Requirements / Certifications:
- ITIL Certification – minimum foundation level.
- Tertiary qualifications in an IT discipline or related field.
- Technical certifications e.g. MSCE, CompTIA, ITIL Foundations preferred but not required.
- Other industry recognized technical certifications.
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- IT and Software
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Often
- Địa chỉ văn phòng
- Fort Bonifacio, Taguig, Metro Manila, Philippines
Về Crawford and Company Broadspire Phils., Inc.
Based in Atlanta, Georgia, Crawford & Company (www.crawco.com) is one of the world's largest independent provider of claims management solutions to the risk management and insurance industry as well as self-insured entities, with an expansive global network serving clients in more than 70 countries. The Crawford System of Claims Solutions offers comprehensive, integrated claims services, business process outsourcing and consulting services for major product lines including property and casualty claims management, workers’ compensation claims and medical management, and legal settlement administration. The Company’s shares are traded on the NYSE under the symbols CRDA and CRDB.