Help Desk Specialist
JOB TITLE: Help Desk Specialist
EMPLOYER: Borusan CAT Azerbaijan DUTY STATION: Azerbaijan
PUBLISHED: 2019-01-07 LAST UPDATED: N/A DEADLINE: 2019-02-06



Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, isolates problem, and determines and implements solution.


• Recognizing and escalating more difficult problems to level 2 support
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Train computer users
• Maintain daily performance of computer systems
• Install and modify computer hardware and software
• Support audio and video equipment in conference rooms
• Manage and monitor internal assets to ensure accurate inventory records
• Communication with customer as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
• Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.
• Coordinate support and repair activities with select third party vendors.
• Assist to determines most cost-effective repair resolution to minimize customer downtime.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Other duties may be added and/or assigned as needed


• Bachelor’s degree in major of Information Technologies
• At least 1+ year of experience providing help desk support in IT operations
• Excellent communication skills
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Patience for dealing with difficult customer-service situations
• Positive "can do" attitude with a passion for customer service.
• Collaborative worker and teambuilding ability.
• Confident, assertive self-starter who is extremely organized and goal driven.
• Computer skills-user level (Windows 10/7 operating systems and features including, MS Office Access, Excel, Outlook, PowerPoint, Word and Skype for Business).
• Fluency in written and oral Azerbaijani, English and Turkish. Proficiency in Russian is preferred.
• Local candidates strongly preferred.

If you are interested in this job, please email your resume preferably in Word or PDF format with a letter of interest specifying particular suitability for the position and minimum expected salary to specifying the Job Title in the subject line or call +99 (412) 565 26 38 for further information. Only shortlisted candidates will be contacted. Applications close on January 19th, 2019.

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