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