34768 Ümraniye/Istanbul, Turkey- Desktop Support Engineer (L2)

Main Areas of Responsibility
On Site Support
•  Support Tech Foundation where Printing & Meeting room issues are present at site – Sign posting & escorting 3rd party engineer to relevant printer.
•  Support Tech Foundation teams to triage and identify known issues on ground – Guided by Central teams who will provide steps to support recovery for local issues. (Networks & Servers).
•  Supporting 3rd party for Townhall streaming to set up environment and network connectivity.
•  Supporting central Tech Foundation teams in any global hardware refreshes.
•  Providing laptop support and guiding end users to ensure global SLA’s are met.

Sign Posting:
•  Guiding users to correct Global Tech Foundation processes to obtain:
o  Mobiles – Guiding on correct policy/Process.
o  Laptops/iPad – Guiding on correct policy/Process.
o  How to use UNA to obtain relevant knowledge articles to perform required tasks.
o  How to use additional support services (IHD, vBSC)

Unlock Value:
•  Be eyes and ears on ground to ensure business are not adopting local variations where central processes are present.
•  Reviewing where local contracts are present and working to remove those and fold into existing Tech Foundation central contacts

Issue Resolution and Escalation:
•  Sign post where to raise issues via Integrated Help Desk and relevant escalation paths.
•  Be the point of escalation when support via the global teams is not adhering to global SLA’s.

Customer Satisfaction:
•  Monitor customer satisfaction for Tech Foundation processes and tooling and feedback into relevant service owners any required corrective actions.
•  Provide an enhanced user experience for Tech Foundation processes.
Experience & Qualifications
Required:
•  Strong functional Tech Foundation Services knowledge.
•  Experience in working with Global Virtual Teams.
•  Strong customer service, interpersonal and communication skills.
Skills & Leadership Behaviours
Skills:
•  Problem Solving
•  Business Acumen
•  Collaboration
•  Stakeholder Management
•  Change Management
•  IT Service Management
•  User Experience
•  Risk Management
•  Project Management
•  Influencing

Job Types: Full-time, Contract

Pay: 115,591.91TRY per month