Finance Assistant - Dubai, United Arab Emirates - Somerset NHS Foundation Trust

Description

POSITIONSUMMARY

Part of an IT supportteam, answers incoming calls from customers and resolves technicalissues, while ensuring a high level of customer service andmaximizing productivity; handles ~ 60+calls/day with regard to allareas of IT infrastructure and applications, works with variousinternal support groups to escalate complex high priority/highimpact issues, as well as ensure a high degree of customer serviceand customer focus

ESSENTIAL JOBFUNCTIONS:

• Answersand resolves inbound incidents at a large corporate help desk,efficiently and professionally, in a high volume call centerenvironment that operates 5 days aweek.
• Manages the resolution of inboundincidents; balancing the need for customer service and issueresolution with the constraints of a call handle timegoal.
• Translates complex, technical conceptsinto easy to understand language to assist non-technically orientedcustomers.
• Demonstrates a highly developedsense of integrity and commitment to customersatisfaction.
• Diagnoses hardware, software,printing, and network connectivity issues including LAN, WAN, WLANand VPN access in a Windows 7 environment, offering a variety oflevel 1 solutions over the phone. Using remote control toolsassists customers when needed.
• Troubleshootscorporate applications with the use of a Knowledge Base and assignissues to the appropriate support group as needed; providesfeedback on technical documentation for publication in KnowledgeBase.
• Monitors the help desk queue and ensurestickets are resolved before the exceeded target completiondate/time, or to the customer'ssatisfaction.
• Accurately, quickly, and typingefficiently records all interactions with customers in an incidentmanagement tracking tool.
• Anticipates customerneeds and proactively identifiessolutions.
• Meets or exceeds statistical metricsregarding; ticket and call quality (accuracy), first callresolution, schedule adherence, and call handletime.
• Adheres to policies and proceduresregarding the safeguarding of protected information, such aspersonal health information (PHI/PII) and access to corporatesystems.
• Escalates high priority, high impactissues to the internal support teams.
• Adheresto a strongly regimented schedule (start/end times, lunches,breaks, off phone time, etc.).

SUPPLEMENTAL JOB FUNCTIONS:

• Performs additionalduties as directed.

EDUCATION & EXPERIENCE REQUIRED:

• BA/BS degree,preferably in Computer Science, or equivalent experience ispreferred
• 3+ years of related TechnicalSupport, Help Desk, or Service Desk experience in an ITsetting
• Experience working with a knowledgebase or knowledge tool
• Experience using andsupporting IP phone systems
• Experiencetroubleshooting remote access tools (VPN) and general connectivity(LAN/WAN) issues by phone
• Experience withsupporting Microsoft Office Suite (including Outlook) and handhelddevices
• Experience in a large corporateenvironment
• KNOWLEDGE SKILLS &ABILITIES:
• Working knowledge of ActiveDirectory
• Ability to demonstrate strongknowledge and experience supporting Microsoft Windows 7 and Office2010
• Able to work in a team oriented,collaborative environment with a strong customer servicefocus
• Able to be self-motivated and directed,to effectively prioritize and execute task in a high pressureenvironment
• Able to build rapport with avariety of personality types and users at alllevels
• Able to communicate to and work withsenior management and end users
• Strong workingknowledge of remote access security techniques andproducts
• Email architecture, services andprotocols, Outlook configurations
• Citrix, VPNClient and Web
• Familiarity with Blackberry,iPhone, Android, and airCard/hotspot mobile devices TCP/IP,internet, intranet, Cisco VPN and firewalltechnologies
• Exposure to or knowledge of ITILpractices
• Effective candidates will have shownat least two years of experience resolving technical issues overthe phone, demonstrated troubleshooting and technical ability, andan ability to effectively communicate technical solutions tonon-technical customers.