Job Information
Corning Incorporated Help Desk Technician in Budapest, Hungary
Help Desk Technician
Date: May 13, 2024
Location: Budapest, HU, 1117
Company: Corning
Corning is vital to progress – in the industries we help shape and in the world we share.
We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives. Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers.
Corning Hungary is looking for a
IT Help Desk Technician
Help Desk Technician provides support of authorized IT Devices for business use in connection with Corning IT platforms, resources, services and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support.
Responsibilities:
Responds courteously and promptly to user phone calls, live chats, incoming tickets and other assigned communication channels
Effectively use ServiceNow to manage tickets throughout their lifecycle
Contribute towards meeting or exceeding SD metrics, targets and goals
Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
Interact with vendor technical support to ensure effective resolution of 3rd party services.
Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams.
Initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
Monitor the queue and action or route tickets.
Inform leadership of broader issues impacting users or the team
Interact with teammates throughout the day to share information and knowledge
Fulfill all administrative requirements on-time
Answer, respond to and route Corporate Calls as needed
EDUCATION REQUIREMENTS
- Associate degree in IT, equivalent experience or related professional certification
WORK EXPERIENCE
- A minimum of 1-2 years of IT Helpdesk, Service Desk
Required Skills
Ability to speak, read and write in English + Polish OR English + German + French
Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment
Customer service experience, preferably in a call center environment
Strong work ethic with an attention to detail and a positive attitude
Self-starter, able to work in team environment and motivate others
Strong technical abilities, including knowledge and skill with computers and mobile devices
Strong organization, and planning skills, with ability to handle changing priorities
Interpersonal skills, empathy and patience, able to communicate clearly and influence
Desired Skills
Microsoft-based applications, with emphasis on Windows MS Office O365
ServiceNow utilization (ticketing system used by agents)
Cisco Finesse experience (phone system used by agents)
Quality / documentation experience
Familiarity with Microsoft Azure
Experience resolving Outlook issues such as mail file size and data files (.ost)
Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
Active Directory experience
Troubleshooting Cisco VPN and Pulse clients
Facilitating Citrix connectivity
Remediating Symantec Endpoint Protection
LogMeIn remote connection/utilization
Altiris Deployment of Software Applications
Various Browser support
Installation/configuration of various Adobe products /Software
Account migrations (within & cross-domain)
Printer/driver troubleshooting & installation
What we offer:
Gaining experience in a global company
Modern new office at the Kopaszi-gát with free parking at the building’s garage
Opportunity for personal and professional development
Cafeteria, annual bonus, life insurance
Private health insurance package
Open, friendly environment
Corning Incorporated
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