IT Service Desk Specialist - Part time mode

Ownership and key responsibilities

The Service Desk Specialist will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology related issues. The Service Desk Specialists responsibilities includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, related equipment and software while ensuring optimal workstation performance. They will work with other groups and in particular the Service Desk Leads to provide the necessary support to resolve client and site issues.

Service Desk Specialist will report to IT TS Engagement Leader EMEA .

Main Authorities and Missions

o Perform Service Desk tasks according to Standard Operating Procedures (SOPs).

oIdentify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).

o Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk system.

o Perform tasks related to Service Desk support in acquisition integrations

o Administer and support current Anti-virus and SCCM implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliancy.

o Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation, IT stock management.

o Performs activities related to the operations and monitoring of the IT environment.

o Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.

oImplement, configure, troubleshoot and maintain network printers and scanner or MFUs.

oImplement, configure, troubleshoot and maintain phones.

o Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.

o Obtain approval and purchase hardware and software as required or requested.

o Perform the VIP support on site when requested.

o Perform standard tasks using established methods, principles, concepts and procedures related to Service Desk activities with or without supervision based on the situation.

o Resolve questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity required. Will participate in projects that are large scale deployments of client support level software or hardware.

oIdentify needs for end user training / tutorials and deliver them.

o Maintain IT budget and spending in coordination with finance team making sure costs are properly booked

o Other duties as assigned.

Requirements

o Bachelor’s degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications

o Minimum 3 years of experience in related IT roles

o Windows 7/10 user and administrator knowledge/experience (Proven MS Certifications\trainings)

o Proven TCP/IP and networking knowledge and work experience (ICND1)

o PC Desktop/Laptop hardware knowledge at professional level

o Audio/Video equipment support experience

o Proven English language knowledge working level both oral and written (intermediate level minimum)

Knowledge, Skills and Abilities:

o Excellent interpersonal and communication skills

o Demonstrated ability to work with global teams

o Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources

o Demonstrated customer focus – evaluates decisions through the eyes of the customer

o Strong analytical skills – strong problem-solving skills, communicates in a clear and concise manner and effectively evaluates information / data to make decisions

o Anticipates obstacles and develops plans to resolve

o Broad understanding of IT Infrastructure and support processes

o Experience managing 3rd party service providers

o Apple Mac and iOS expertise

o Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities

o Change oriented – actively generates process improvements

o Supports and drives change, and confronts difficult circumstances in creative ways

o Knowledge on ITIL Foundations

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.