Our client is Bausch Health a global, diversified pharmaceutical company that develops, manufactures, and markets a range of products primarily in gastroenterology, neurology, dermatology, and international pharmaceuticals. Due to their further development, we are searching for a motivated IT Support specialist (for Central and Eastern Europe) to join their team in Belgrade.
Provide first and second-level contact and convey resolutions to customer issues (Bausch Health corporation employees, contractors, business partners employees) - over 800 users.
Provide support on-site or with a remote support tool
Management of operating systems and applications on workstations (performing installations and updating operating systems and applications, securing workstations).
Physical management of user computer equipment (desktops, laptops, tablets, printers, monitors, IP phones, and other peripheral equipment).
Management of fixed and low-value assets.
Purchase of IT equipment and services according to the applicable procedures.
Administration of systems in IT infrastructure:
Active Directory (user, group, and computer management)
Intune (management of mobile devices and computers)
Helping the infrastructure team in the installation of network and server equipment
Administration of software licenses
Providing training to users on the use of computer equipment
On fixed days, during on-call time the employee will appear at work (to remove any failure or alert persons responsible for removing it).
Performing office and business work related directly or indirectly to the proper functioning of IT systems.
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through the problem-solving process
Follow up with customers, provide feedback, and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, ticketing, documentation, and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products, and services
Performing other tasks assigned by the supervisor.
Key Performance Indicators:
Very good communication skills
Very good knowledge of Windows systems
Fluent in English in speech and writing
Knowledge of SCCM and Intune system handling
Very good knowledge of Office 365 applications
Knowledge of issues related to LAN and WAN
Ability to work in a team
Flexibility and openness to change
Experience in working across Europe in different cultures
Constant improvement of own qualifications to meet new challenges
Ability to work under stress and clearly defined time frames
Maintaining high-quality work and ethical behavior
Project Delivery for the supported site to agreed dates
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