Poland » Warsaw
The End User Support Services organization provides remote technical support to our internal clients. Specialists supports standardized end user devices and systems with a focus on aligning IT services with the needs of business based upon an understanding of ITIL practices. This requires a good technical skillset, great customer service skills, and the desire to continue to expand one's knowledge of technology. These skills will be used in a fast-paced, team oriented and customer service minded environment. Remote Desktop Support Specialist will not only have good technical skills but also excellent customer service, teamwork, communication and troubleshooting skills. It is expected to present ownership of the incident, to collaborate with other support organizations to deliver resolution. You will be trained in operation and administration of the Credit Suisse tools; this includes SNOW, Amelia Chat, remote assistance tools, request management tools and KMS systems. The position provides exposure to a broad range of IT-related projects and activities.
Daily environment health check and pre-shift communication.
Incident queue coverage in shift patterns.
Communicating with End Users via Amelia Chat environment.
Clearly document support issues and all steps performed in SNOW ticketing tool.
Update cases and communicate with clients every day or as required until issue is closed.
Escalate customer issues through the proper channels.
Recognize and prioritize tasks arriving to dedicated queue.
Provide all internal clients with a dedicated, positive and efficient service at all times.
Be held accountable for measurable objectives including resolution time, case closures, client satisfaction among others.
Ensure top quality of data for incidents handled by the team.
Provide end-to-end support and ensure that customer support tickets are resolved to client satisfaction.
Open to discussing flexible/agile working.
IT Infrastructure Remote Desktop Support Specialist skills and qualifications:
Bachelor’s degree or equivalent work experience.
Ability to resolve technical problems.
Ability to troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices.
Support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 7.
Distributing, installing, updating and uninstalling software applications.
Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.
Manage cases according to defined severities and case priorities to meet client’s expectations.
Ability to work both individually and in a team environment.
Solid sense of ownership of client relationships.
Highly customer focused with ability to provide consistently excellent customer service and professionalism.
Attention to detail and proactive management.
Excellent verbal and written communication skills.
Excellent Teamwork and communication/information sharing.
Fluent written/spoken English.
Keen on providing remote support by phone, chat and remote assistance session.
You are a dedicated problem solver and you are happy to take initiative to improve.
You are committed to ongoing learning and implementing new knowledge.
You are willing to cooperate in a highly collaborative environment.
For more information visit Technology Careers.
Private medical care
Training and development
Language training course
Family – nursery and kindergarten funding, gift vouchers for Christmas
Health promotion: Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
Employee discounts on various products and services (event tickets, consumer products, etc.)
Employee Referral Program
Flexible work schedule and working from home (home office)