Junior Global Helpdesk Specialist

Qualifications

  • Desire to learn new skills and extend existing knowledge of IT technologies
  • Knowledge in one or more of the following areas is a plus: Windows 7 and 8, MS Office 2010 or 2013, VPN solutions, Lotus Notes and Outlook
  • Strong customer service orientation
  • Good communication skills in English
  • Ability to thrive in a tema environment

Who You'll Work With

You will join our Prague office as part of our Global Helpdesk (GHD) team, a pivotal group within McKinsey's worldwide IT organization. GHD provides premium support to all employees, helping them to get their business technology up and running as quickly as possible. This is accomplished through a follow-the-sun model together with colleagues in Manila (Philippines) and San Jose (Costa Rica).

What You'll Do

You will support internal colleagues all over the world in responding to requests for IT support.

You'll follow internal processes and procedures to handle incoming email requests in a timely manner by creating incidents for new requests, by updating existing incidents with additional information received, and by acquiring missing information needed to process the request. You'll also be responsible for reassigning requests to other IT teams, replying with the appropriate solutions utilizing the knowledge base.

In addition, you'll provide immediate help via chat to internal colleagues to troubleshoot operating system and standard IT applications' issues, LAN/WAN connectivity and HW issues related to PCs and mobile devices. You'll contribute to the improvement of knowledge as issues/solutions arise.

You'll experience extensive technical training to increase your IT troubleshooting and problem-solving skills and you'll receive ongoing soft-skills training to improve your communication, professionalism and customer service expertise. Additionally, you'll get the help and guidance you need overall and won't get lost with our small coach-to-specialist ratio. You'll be exposed to the latest technologies and become an integral part of a professional and international team, working together to provide effective and efficient solutions.


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