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Global Helpdesk – Worsktation Support Specialist – Manila

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Description


 Overview
The Global Helpdesk (GHD)¯an English language based team within McKinsey’s worldwide IT organization¯provides high quality front line support to McKinsey colleagues globally on a 24/7 basis out of several support centers in the Americas, Europe, India and Asia Pacific. Role Description The GHD Workstation Specialist supports internal consultants and support staff by troubleshooting and resolving a wide variety of IT issues, predominantly via the phone. The Workstation Specialist primarily leverage

Detailed Description
Typical Responsibilities Troubleshoot all IT applications, remote connectivity, and directory services issues related to workstation support Resolve technical issues against tight timelines Apply practical judgment to maintain customer productivity Interface with other McKinsey IT support groups as required Continually contribute to knowledge base as issues/solutions arise Collaborate in the hand-over of requests with colleagues in other regions

Desired Skills
Role Requirements Pre-requisites Strong command of English language (Common European Framework level C1 or C2) Willingness to work weekends and public holidays, as required Non-technical competencies Strong problem solving and troubleshooting skills Distinct customer focus, empathy and quality mindset Excellent communication skills, both over the phone and in writing Strong team spirit with the ability to work both independently and in virtual team settings Strong sense of ownership to effectively process and resolve issues across service lines and teams involved Desire to learn new skills and constantly look for improvement Technical skills and experience Windows operating system (including group policies, profiles, EFS, etc.) Current connectivity technologies and VPN concepts Microsoft Office (Word, PowerPoint) Functional tools, such as remote control, request logging, knowledge management Additional desirable qualifications Bachelor’s or other post-secondary degree 1-2 years of experience in IT customer support Experience in Lotus Notes support Experience in Blackberry support Exposure to ITIL and Knowledge Centered Support methodologies

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