IT Help Desk Support Specialist (Southern Europe)

Summary of position

• Countries in scope: Bosnia, Bulgaria, Croatia, Czech Republic, Estonia, Greece, Latvia, Lithuania, Macedonia, Montenegro, Romania, Serbia, Slovenia, Turkey
• Provide first and second level contact and convey resolutions to customer issues (Bausch Health corporation employees, contractors, business partners employees) - over 800 users
• Provide support on site or with a remote support tool, walk customers through problem solving process
• Management of operating systems and applications on workstations (performing installations and updating operating systems and applications, securing workstations)
• Physical management of user computer equipment (desktops, laptops, tablets, printers, monitors, IP phones and other peripheral equipment)
• Management of fixed and low-value assets
• Purchase of IT equipment and services according to the applicable procedures
• Administration of systems in IT infrastructure: Active Directory (user, group and computer management) and Intune (management of mobile devices and computers)
• Helping the infrastructure team in the installation of network and server equipment
• Administration of software licenses
• Providing training to users on the use of computer equipment
• Update customer data and produce activity reports
• Utilize excellent customer service skills and exceed customers’ expectations
• Track, route and redirect problems to correct resources
• Ensure proper recording, ticketing, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Project Delivery for supported site to agreed dates
• Customer (Business) periodical satisfaction surveys

Background requirements

• Very good knowledge of Windows systems and Office 365 applications
• Knowledge of SCCM and Intune system handling
• Knowledge of issues related to LAN and WAN
• Fluent English in speech and writing
• Good communication skills, flexibility and openness to change
• Experience in working across Europe in different cultures is an advantage
• Maintaining high quality of work and ethical behavior