
Help Desk Uzmanı
2 days ago
Görev ve Sorumluluklar:
- Kullanıcılara BT yardım masası üzerinden zamanında ve etkili L1 teknik destek sağlamak,
- Gelen çağrı, e-posta veya destek taleplerini karşılayarak, sorunların çözümünü sağlamak,
- BT envanter yönetimi süreçlerini denetleyerek güncelliğini sağlamak,
- BT varlık yönetimi süreçlerini yönetmek ve raporlamak,
- Kullanıcı sorunları ve taleplerini etkin bir şekilde belgelemek, gerektiğinde L2 ve L3 destek ekiplerine yönlendirmek,
- Şirketin BT politikalarına uygun şekilde yazılım ve donanım envanterini takip etmek,
- Sorumlu olduğunuz süreç ve hizmetlerin sürekli iyileştirilmesi adına önerilerde bulunmak ve çözümleri uygulamak.
Minimum Gereksinimler:
- Üniversitelerin Bilgisayar, Bilişim Teknolojileri, Elektrik-Elektronik, Elektronik ve Haberleşme Mühendisliği gibi ilgili bölümlerinden mezun,
- Bilgi Teknolojileri sektöründe en az 4 yıl deneyim sahibi,
- BT yardım masası, son kullanıcı desteği ve/veya L1 teknik destek alanında tercihen en az 2 yıl deneyim,
- Güçlü problem çözme ve iletişim becerilerine sahip,
- BT envanter ve varlık yönetimi süreçleri hakkında bilgi sahibi,
- Müşteri odaklı yaklaşım ve çözüm odaklı düşünme yeteneği,
- Ekip çalışmasına uyumlu ve yüksek motivasyona sahip,
- Teknolojiye olan ilgi ve aktif öğrenme isteği,
- Şirket hedefleri ve stratejileri doğrultusunda hedefe yönelik bilgi teknolojileri çözümleri geliştirebilme yeteneği,
- İş birimleriyle etkili iletişim kurabilen, takım çalışmasına yatkın, güçlü iletişim becerilerine sahip,
- Analitik düşünme, planlama ve iş takip becerileri kuvvetli,
- PowerPoint, Excel, Visio ve MS Office programlarına ileri düzeyde hakim,
- Temel düzeyde ağ (Network) ve sistem bilgisi sahibi,
- Kurulum ve destek operasyonlarında aktif rol alabilecek,
- Müşteri odaklı düşünebilen ve çözüm odaklı hareket edebilen,
- Sistem ve ağ (network) katmanlarında, son kullanıcı sorunlarını tespit edebilecek bilgiye sahip.
- ITIL veya benzeri bir sertifikaya sahip olmak,
- JIRA, Office 365, ManageEngine, Active Directory (AD), uzaktan PC yönetim araçları gibi BT yönetimi yazılımları konusunda tecrübeli olmak.
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