Helpdesk Service Technician

Job description

The Helpdesk Service Technician will be based at the local Microsoft Subsidiaries. The HSTs main responsibility is to ensure that client issues are dealt with in a timely and professional manner following the SOP´s. The HST is the main interface between the local site and the Global Helpdesk Call Centre.

Main duties:

Provide on-site technical support to Microsoft employees for agreed OEM hardware as per the agreed Microsoft Standards List

Provide Smart Hands support for Microsoft internal software applications

Provide on-site support for Microsoft Office products where language difficulties do not allow the client to interact with Global Helpdesk Call Centre

Strive to achieve 100% correct call handling as per the Standard Operating Procedures

Ensure communications are carried out to the customer throughout the life cycle of a call.

Make sure the call is updated at all times.

Set realistic and achievable expectations with the client

Educate user in proper use of Helpdesk Services via the applicable process.

Liaise with Regional IT Manager on a weekly basis if required

Remain well versed in Helpdesk policies, procedures, standards and documentation

Follow logistics procedure for warranty & parts maintenance.

Provide local based user trainings – MSIT WorkSmart program

Provide smart hand support to local projects

Escalation management if required

IT procurement and inventory

Proactive participation in improvements targeting increase of user experience

Key Performance Indicators:

Performance of HST will be measured against agreed SLAs and KPIs

•HST should successfully resolve 6 calls per day.

•HST Client Satisfaction - % Dissatisfied – this should remain below 4% of all surveys returned.

•Software TTR – 70% of all Software calls should be resolved within 4 business hrs.

•Hardware TTR – 80% of all Hardware calls should be resolved within 8 business hrs.

•Survey Return Rate – HST should endeavour to have a survey return rate above 20% for all surveys sent. (The client surveys are used to measure customer satisfaction)

•HST should respond to all Call Centre dispatched calls within 60 minutes.

•HSTs should achieve a coding accuracy level above 90%

•No more the 7% of a HSTs tickets should be older than 3 business days

Competencies and Skills:

Technical skills / Experience:

Software - Certification / Knowledge in the following products:

support and resolution of PC hardware, configuration and pc operating systems issues in the corporate environment.

office printer support, print queue management.

Personal Competencies:

•Excellent communication skills (written and oral)

•Sound decision making skills

•Team Player

•Flexible

•Paying attention to details

•Customer focused

•Self disciplined

•Integrity

•Commitment to quality

•Drive and commitment

•Ability to deal with different types of clients (VIP, Super User, Novice)

Language:

Must speak native language of the country

Must possess excellent English language skills (both written and oral)

This position is an internal agent position (contingent staff) and employed by external agency in service for Microsoft.

Please note that only short listed candidates will be contacted. All applications will be considered under the terms and conditions of confidentiality in accordance with the regulations of personal data protection.