GDC IS Support Engineer
Kraków
GDC IS Support Engineer
Kraków
Nr Ref.: 1052117
Kraków
Nr Ref.: 1052117
HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.
Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.
Company Overview:
Founded in South Africa in 1895, SABMiller has grown to become one of the world’s largest and most respected brewing companies. With operations in over 60 countries, it has more beer brands in the world’s top 50 than any other brewer and it ranks among the top 3 brewers in more than 30 countries.
SABMiller manufactures and markets over 150 beer brands. These include such international names as: Peroni NastroAzzurro, Miller Genuine Draft, Castle Lager and Pilsner Urquell, as well as major regional brands such as: Miller Lite, Carling Black Label, Aguila, Cristal, Pilsener, Atlas, Snow and Tyskie.
Key Purpose Statement
The GDC IS Support Engineer performs local on-site activities as a part of the overall IS Service Delivery offering to the GBS – Global Delivery Centre operation. This includes assisting with technical support of desktop services and local hardware.
Support includes IS Incident and Request resolution as part of the broader Service Delivery organisation and additionally performing local on-site activities as part for Service Delivery or GBS driven projects.
Activities require interaction with hardware, application software and operating systems to diagnose and resolve unique, non-recurring problems.
Strong technical problem solving and analysis skills are a prerequisite, in addition to exemplary customer service and communication.
The role will help Service Delivery toperform against agreed service levels, driveservice improvements and achieve operational excellence.
Outputs and Accountabilities
• To provide 1st level / 2nd level support to end-users in troubleshooting and resolving of desktop PC/local hardware issues and related peripherals (Printer, scanner, iPads etc…).
• Support project based activities by performing installations, setup, configuration, migration, upgrading and maintenance of desktop PC/local hardware
• To be prompt and meticulous in updating of daily incidents handled into the IS incident management tool
• To be responsive and pro-active when handling end-users' IS issues and requests
• To be highly customer focused and diligent towards providing good customer service
• Works within the broader Service Delivery community to resolve technical problems with desktop computing equipment and software
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
• Train and orient staff on the local use of desktop services
• Responsible for reinforcing SABMiller values and ways of working, and ensuring they are embedded into daily working
• Promote the culture and mindset of continuous improvement, feeding into Service Delivery Improvement initiatives
Competence Requirements
The candidate will be able to demonstrate the following knowledge and experience:
• Degree or Diploma in IT or related disciplines
• MCDST certified
• Possess relevant IT skill set in hardware and software troubleshooting
• Experience in supporting Windows OS, Microsoft Office Suite, Anti-virus software, desktop telephony, etc.
• Experience in supporting different desktop environments and Call Centre technologies
• IT support within a Shared Service Centre is an advantage
• Extensive experience of Service Desk ITIL processes
• VIP support experience will be an added advantage
• Must be customer service oriented with good inter-personal and communication skills
• Good attitude with positive mind set in learning and ready to excel
• Able to work independently as well as in a local team and globally dispersed team
• Experience of working in a multicultural organisation
Roles, Skills and Attributes Required
Candidates will be able to demonstrate:
• Ability to manage diverse customers
• Well-developed technical skills and ability to analyse and solve common and complex computer problems through reasoning, troubleshooting and innovative thinking
• Operational delivery
• Attentions to detail and excellent analytical thinking
• Drive and resilience
• Customer focus
• Excellent communication skills
Special Requirements
• The position will sometimes require flexibility over working hours where necessary (24x7 shift work) to provide occasional support to business functions out of normal working hours (including weekends) as Incidents or Projects determine
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
If this position sounds interesting for you do not hesitate to send us your CV in English.
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