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