Technicien Service Desk Italian Support
ADP
Tunis
منذ 2 يوم

Full-Time

ADP has an opening for a Help Desk Technician. A Help Desk Technician provides IT technical support to all ADP Associates via phone, Chat and Selfcare Tickets.

We troubleshoot, log, resolve or escalate incidents using an incident tracking software. We acquire the knowledge needed to support ADP computer applications and software.

We keep Associates informed of critical incidents, and participate in the evolution of the End User Computing processes and procedures.

We may rely on peers experience and work to gain internal knowledge and relationships, and will rely on personal judgment to plan and accomplish goals.

Responsibilities :

  • Records all help desk incidents and incident resolution in the incident tracking system
  • Assists supervisor and perform analysis of incidents, identifies opportunities for improvement, and works with relevant internal and external stakeholders and 3rd party service providers to implement improvements
  • Creates, approves and maintains knowledge base and user self-service information
  • Troubleshoots, diagnoses, documents and resolves 80% incidents, and escalates more complicated or critical incidents
  • Extensive understanding of the logical relationships of configuration items making up IT services
  • Provides support for all desktops, laptops, IP phones, mobile phones, printers, iPads
  • Develops an understanding of the operation and support of 3rd party software applications used by ADP staff
  • May assist with training as needed.
  • Qualifications :

  • College degree in Information Technology or related field, OR 3+ years of experience in a Help Desk / Service Desk environment with High School Diploma
  • Other skills : Microsoft Windows, Microsoft Office Suite, Microsoft Dynamics, iOS
  • Preferred technical Skills : Power Shell, PHP
  • Enhances the knowledge of internal Associates on the use of computer applications and various hardware
  • Desires to continuously look for better ways to service the customer
  • Works in a professional, cooperative manner with coworkers, team members, peers, internal and external customers
  • Provides IT support and responds to customer needs in a timely manner
  • Languages :

  • Italian : Very Good Level
  • English : Good Level
  • We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent.

    Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

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