Senior Helpdesk Operator - VIP support (Freelancer)

I am looking for an experienced Helpdesk Operator! You will be a part of our client delivery customers services and products mainly in the areas of Communication & Collaboration, Security, Modern Workplace & Infrastructure, Hybrid Cloud, Professional Support, and Advisory and Consulting Services for customers’ strategic decision-making.

Be the main point of contact for ICT issues, supporting end-users with their issues!


WHAT YOU WILL DO?

✔ 1st line support VIP end users solving their incidents and service requests in a professional and efficient way

✔ correct identification, logging, and categorization of issues escalating to other ICT solver groups if necessary

✔ supervision of the ICT support portal queue, making sure all tickets are assigned and logged properly

✔performing daily and long-term operational management of VIP client (hardware and software)

✔ manage ICT Videoconferencing & digital Signage infrastructure

✔ ICT onboarding/offboarding of new users



SPECIFIC TASKS AND RESPONSIBILITIES

Administration of ICT systems on basic administration level (up to the level of SECRET EU), including:

✔ administration of:

• Active Directory services


• File&Print services


• Intranet services (SharePoint)


• E-mail services (Exchange)

✔ support and maintenance of ICT Videoconferencing infrastructure

✔ provision and support of restricted ICT systems as instructed by SEC and OPS teams

✔ ensure the maintenance, development, and provision of the system documentation

✔ create and deliver end-user documentation and training to GSA users

✔ proactive attitude towards ICT excellence, following best practices, and providing feedback to ICT management in order to ensure the continuous development and improvement of the systems

✔ keep up with the latest ICT technologies (actively contribute to the continued ICT modernization)

✔ participate in ICT missions to support sites

✔ availability for occasional support out of business hours

EXPECTED PROFILE

✔ EU Citizenship

✔ professional experience with ICT incident management (at least 2 years)

✔ proactive in communication (English at excellent level)

✔ advanced knowledge and experience with:

• MS Windows 7&10


• MS Office


• File sharing & Printing

✔ basic knowledge and experience with:

• MS Windows server


• MS SharePoint 2013


• Active Directory services

✔ Security Clearance “EU Secret” (valid at the date of entry or ongoing procedure)

Business hours run on Monday - Friday from 8.30 – 18:00. Minimum contract period until November 2021 with the possibility of prolongation.

ManpowerGroup s.r.o.
Eva Picková