Global Service Desk Analyst Tier II

Are you interested in being part of an innovative team that supports Westinghouse's mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace. 

The role of the Westinghouse Tier II Service Desk Analyst is to provide remote support to end users on a variety of issues.  The employee will be responsible for identifying, researching and resolving technical problems and respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. 

Responsibilities:

• Assures smooth handling of individual problems from call-in through resolution.  Practicing Total Contact ownership.
• Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.
• Identifies problems, troubleshoots and provides 2nd level technical support for internal customers for the following: Windows 11 and above, Microsoft Office 365 applications, Microsoft Edge, Hardware/Software conflicts, remote support via remote control tool (SCCM/Beyond Trust), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
• Escalates/Coordinates 3rd level support to resolve problems if necessary 
• Assists peers with troubleshooting, SD processes and procedures.
• Provides first point of contact on escalated/routed issues from Tier I
• Resolve and support end user issues with the help of remote control tool and remote resources
• Excellent written and verbal skills and strong customer service.  This is an end user facing role via remote tools and phone support.  The ideal candidate must be a self-starter who enjoys interacting with people and solving problems on a daily basis.
• Basic network administration
• Active Directory Administration
• Perform Tier 1 NOC Monitoring responsibilities (utilize available resources, escalate tickets to Network team, etc)
• Email security monitoring, Access Requests and other user provisioning tasks (coordinates with Sec Admin team) 
• Tier 2 Application Support

Requirements:

• Associates degree in Information Technology or equivalent
• 3-5 years working experience at Service Desk Role in providing remote phone and desktop support
• HDI HelpDesk Professional or ITIL Foundations Required
• Network+ Certification preferred
• Skills and Competencies:    Networking Skills:
• Basic Network Administration 
• Basic Network configuration troubleshooting
• Knowledge of hardware and software
• Protocol and OS Knowledge:
• Experience with Windows operating systems.
• Experience with IOS and Android OS required
• Familiarity in browser technology
• Experience in VOIP systems (telephony)

Why Westinghouse?

Westinghouse Electric Company is the global nuclear energy industry's first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system: 

• Safety and Quality 
• Integrity and Trust 
• Customer Focus and Innovation 
• Speed and Passion to Win 
• Teamwork and Accountability 

Westinghouse offers great benefits to all our employees around the globe to keep them healthy and enhance their well-being.  

Benefits offered in Poland include:

• Stable employment
• Outstanding and supportive atmosphere of collaboration in the team and in Westinghouse group
• Attractive remuneration with bonuses
• Hybrid model of work, flexible working time
• MyBenefit Cafeteria
• Life insurance
• Private Medical Care
• Employee Assistance Program: confidential counseling and resources for employees, eligible dependents, and household members
• Charity initiatives
• Parking space for employees
• Employee referral program

You can learn more about Westinghouse by visiting http://www.westinghousenuclear.com. 

Westinghouse is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.

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