1.Seviye Yardım Masası / Destek Uzmanı

Garanti BBVA Teknoloji

Technical Skills

·         Associate degree in Computer Programming or equivalent,

·         At least two years of technical experience of desktop support/system administration environment

·         Knowledge and troubleshooting capabilities of Microsoft Operating Systems  and Microsoft Office products

·         Basic understanding of computer networking and server basics

·         General security concepts (VPN, certificate, etc.)

·         Knowledge and familiarity with PC peripherals such as scanners, printers, IPADs

·         Ability to analyze incidents, identify requests quickly and able to determine the real problem the customer is facing

Values and Competencies

·         Embracing customer first approach, able to develop trust-based relationship with customers and understand their needs

·         Embracing one-team approach, able to be a strong team player

·         Passion for quality and continuous improvement

·         Strong multi-tasking abilities and motivation in a fast paced environment

·         Strong desire for continuous learning and development in a self-led organization

·         Ability to orchestrate multiple projects and priorities in alignment with current business objectives

·         Strong analytical thinking, problem solving and decision making skills

·         Good command of written and spoken English

Job Description

·      ·        Acts as the first point of contact between end-users who need technical support and the IT departments.

·      ·        Provides 1^st level support for users over the phone or email and escalates unsolved problems to the specialized IT support team.

·      ·        Performs remote troubleshooting through diagnostic techniques and pertinent questions

·      ·        Responsible for informing relevant parties about common problems and creating tickets for impact analysis

·      ·        Responsible for detecting recurring incidents and forwarding them to related teams, providing accurate information on IT services