Cancel
Return to Job Search
Pramerica Limited

Associate - Service Desk (Italian or Polish Speaki

Pramerica Limited

  • Donegal
  • Not disclosed
  • Permanent full-time
  • Updated 16/10/2017
  • Ken Keaveney
this job is expired
Apply Now

Description

Pramerica is seeking an Associate Operations Analyst/Operations Analyst to join the GBTS team supporting users based in Poland or Italy. The GBTS team work in a high profile, mission critical environment.

 

Associate - service desk (Italian or Polish Speaking)

 
 
Pramerica is seeking an Associate Operations Analyst/Operations Analyst to join the GBTS team supporting users based in Poland or Italy.
The GBTS team work in a high profile, mission critical environment where early and appropriate responses are essential to providing critical technical support to the Prudential Infrastructure. This exciting opportunity will focus on supporting day-to-day monitoring and administration of applications as well communication with business partners & troubleshooting issues.
The candidate must be flexible in their attitude with the ability to meet the demands of business-critical deliverables. The successful candidate will be expected to develop a comprehensive knowledge of the relevant applications and become a subject matter expert (SME) in their discipline.  It will involve working with management as well as end users.

We currently have positions within the following areas within the technical tower:
 
  • Service Desk Analyst: The analyst role involves dealing with various incoming requests, incidents, troubleshooting and data analytics for all GBTS Helpdesk support areas and requires highly technical as well as analytical skills. The analyst will be responsible for areas such as Quality, FCR, Process Reviews/Enhancement, Customer Satisfaction and Training. The technical support areas are wide-ranging and diverse, with a key focus on Office 365. The service is based on US core hours of 8am-4pm EST, but additional support outside of these hours may be required.
 
  • The successful candidate will be expected to develop a comprehensive knowledge of the relevant applications and become a subject matter expert (SME) in their discipline. The candidate must be capable of working independently or as part of a team, possess excellent communication skills in Polish and/or Italian (both written and verbal) and have the ability to work proactively. The successful candidate will be expected to assist end users in Poland/Italy over the phone and via email/Skype with troubleshooting.
 
The Analyst will be responsible for:
 
  • Helpdesk Tier 1 support for technical issues and end user assistance for the enterprise suite of applications.
  • Troubleshooting technical challenges – in office and remote.
  • User administration of applications
  • Monitoring of applications
  • Monitoring of mailboxes
  • Queue Management
  • Report Generation
 
 
 
Skills:
  • Degree or Certificate in I.T. or related discipline is preferred
  • Solid technical skills including advanced MS Excel, Powerpoint, Word.
  • Experience Remedy or ServiceNow is desirable
  • At least 1 to 2 years of call center customer care experience.
  • At least 1 to 2 years experience with effective problem solving and acute attention to detail.
  • Escalation point for the team for any major technical issues/trouble shoot complex issues.
Competencies:
  • Proven strong written and verbal Italian and/or Polish communication and interpersonal skills.
  • Proven ability to work well with technical and non-technical staff across numerous areas.
  • Ability to multitask and manage priorities with little supervision.
  • Must be able to remain focused and deliverable-oriented while working independently.
  • Ability to adapt and respond to changes in environment and priorities.
  • Ability to identify and provide training for the team on a gap analysis basis.
  • Suggest and implement Process Improvements and Innovations.
  • Detail oriented with strong time management and organizational skills and ability to adapt.
  • Proven ability to work independently on multiple tasks with commitment and willingness to see issues through to resolution
  • Strong analytical thinking, attention to detail and customer focus
Self-starter with the desire to grow and excel in a dynamic environment.
 
 

Ref: 919270
Apply Now
Report This Job

Pramerica Limited

Pramerica Limited

2 reviews
 

View Employer Profile

Show More

Similar Jobs for you

Email me jobs similar to: Associate - Service Desk (Italian or Polish Speaki

Please enter your email address

Please enter a valid email address

We use cookies to customise our website for you, giving you the best possible user experience. If you continue without changing your settings, we’ll assume that you are happy to receive this personalisation. Find out more about our cookie policy

Accept & Close