Hexagon

  • Service Desk & Local Support Specialist

    Job Location KR-Seoul
    Job ID
    2018-3965
    Category
    Information Technology
    Relocation
    No
  • Overview

    Hexagon PPM (formerly Intergraph Process, Power & Marine) is the leading global provider of engineering software and project control solutions. We transform unstructured information into a smart digital asset, empowering our clients to visualize, create, and manage the life cycle of facilities and structures of all complexities. For more information visit HexagonPPM.com

    Hexagon PPM is part of Hexagon (Nasdaq Stockholm: HEXA B; Hexagon.com), a leading global provider of information technology solutions that drive productivity and quality across geospatial and industrial landscapes.

    Position Summary/Purpose

    This position is responsible for providing remote first and second level advice/service support to Information Services' internal customers relating to installation, maintenance, procurement, use and repair of Intergraph Asia-Pacific's IT internal resources including providing call taking and escalating, where applicable, to third level Information Services support engineers. This position is also responsible for ensuring the required levels of service and customer satisfaction are maintained. International travel may occasionally be required.

    Responsibilities/Main Activities

    Main Activities Indicate the main activities of the position and the major tasks undertaken by the incumbent.

    • Providing first and second level support by typically voice and electronic means, creating solutions to technical/application client problems and queries.

    • Allocating the necessary resources to resolve client problems and queries in an effective and timely manner.

    • Manage escalated issues and ensure customer satisfaction at all times.

    • Sharing information/best practices amongst the team and delivering technical training to other team members.

    • Attending relevant product and skill courses and contributing to the growing body of knowledge of the group.

    • Maintaining a database of customers through regular follow-up of problems and queries - keeping accurate records of support activities

    • Keeping management aware of potential areas for systems and service provision improvements.

    • On-site assistance for server & network remote build & configuration by infrastructure team

    • Travel may require based on project or business demand.

    Qualifications and Experience Required

    Essential Familiarity with:

    • Windows Win7/Win 8

    • Internet Explorer configuration (e.g. proxy settings, security zones, etc)

    • Microsoft Office Suite 2013

    • At least 1 year in a technical support role

    • Basic Active Directory Administration

    • Windows file and share permissions

    • Basic hardware troubleshooting and support

    • TCP/IP (basic understanding) • System and network security best practices. Certifications preferred.

    • Windows registry ? Desirable Familiarity with:

    • Microsoft Certified Professional

    • Microsoft Windows Server 2012 and higher

    • IIS (basic understanding)

    • Anti-virus applications

    • Data backup applications and methodologies

    • Microsoft Exchange user administration

    • Windows desktop VPN technologies

    • Working Knowledge of Asterisk (IP PABX), server & network infrastructure

    • Mandarin, Cantonese, Japanese or Korean language communication skills Skills and Abilities List the specific skills the incumbent must posses to do the job. Include all practical, functional and technical skills (eg. bookkeeping, word processing, account management, presentation skills, communication skills, etc.).

     

    Essential

    • Strong customer service orientation

    • Excellent communication skills for understanding technical problems and clearly explaining solutions to both technical and non-technical customers at all levels.

    • Ability to deal with busy, high-pressure situations

    • Ability to focus on the task at hand

    • Active listening skills

    • Ability to provide quality support to remote users

    • Ability to prioritise

    • Excellent record keeping and organisational skills

    Key Behavioural Competencies

    Employee Behavioural Profiles - CUSTOMER SERVICE ORIENTATION - Strives to add value to the organisation and works well with others across Intergraph business to maximise service to the customer. Makes self available and adapts readily to changes in customer requirements., Employee Behavioural Profiles - TEAM WORKING - Looks at ways to help other team members complete their work and sets a good example through enthusiasm and commitment to team goals. Encourages other team members and acknowledges those who have performed well., Employee Behavioural Profiles - TECHNICAL EXPERTISE - Acts to improve both the depth and range of own specialist knowledge. Able to learn from own experience and mistakes and makes self available to help others solve technical/professional problems, Employee Behavioural Profiles - ATTENTION TO DETAIL - Maintains an orderly working style and demonstrates a concern for increasing order, clarity and efficiency. Finishes tasks completely and to deadline, able and willing to follow procedures.

    Current KPI Requirements

    1. Respond to all requests within periods established under current SLAs
    2. Ensure all requests are resolved and closed in a professional manner, and documented, once customer expectations are met and satisfied
    3. Document solutions and processes for common issues and make these available to users
    4. Research and document new technologies that will become part of the corporate standard and obtain an understanding in any emerging or existing technologies used by the IS team
    5. Manage and oversee requests escalated within the team to ensure customer expectations continue to be met
    6. Keep the team aware of potential areas for systems and service improvements by acting as “the voice” of the users within the team

    Objectives/Goals

    1. Internal Customer Satisfaction > 3.86
    2. Meeting & improving service against agreed SLAs (Service Level Agreement)

     

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