Description:

The objective of the Microsoft Premier Platform Desktop Specialist (MPD) is to resolve remote users IT problems by means of a Remote fix. The Microsoft Premier Platform Desktop Specialist (MPD) responds to both internal and external clients needing technical support.

Main Responsibilities:

MPDs validate customer entitlements and give high level technical support through information gathering, analytical trouble shooting and problem research.

· Resolves customer issues using the tools and systems available

· Completes follow-on actions as appropriate, e.g. dispatch materials, send communications, escalate problems.

· Retains ownership of each case until problem is resolved or resolution is identified

· Observes strict compliance to licensing, copyright and trademark legislation

· Protects confidential, sensitive information and materials

· Accomplishes other duties as required

Requirements:

Fluency in French essential

· Customer oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.

· Capable of being self-managed, be a team player, quality conscious, flexible and be eager to share and acquire knowledge.

· Excellent customer, telephone, oral and written communications skills.

· Analytical troubleshooting skills.

· Positive attitude towards all team members, customers and partners. Encourages outstanding team morale and maintains highest ethical standards.

· Delivers market competitive performance balanced between productivity, cost and quality.

Key Performance Indicators:

  • Product and process knowledge o Attendance and punctuality
  • Quality of case management and o Coach and Support Manager

Call handling Feedback

  • Volume of cases logged and managed o Customer satisfaction
  • Balance Scorecard o Escalation Rate to Microsoft

Technical requirements.

A suitable candidate must demonstrate an excellent working knowledge of one or more current Microsoft Operating systems, (Windows 98, Windows ME, Windows NT Professional, Windows 2000 Professional, Windows XP, Windows Server Edition), or any future releases. S/he has a good working knowledge of personal computer architecture also and holds at least one MCP qualification.

S/he must have a keen interest in Technology with a strong desire to continually learn the latest technologies. A suitable candidate must have a very strong customer orientated focus. S/he will also have expertise in all of the following:

  • Microsoft Windows XP (Home and Pro)
  • Microsoft Windows 98/Millennium
  • 2 of the following 3 skills are required:

- knowledge of tools: e.g. dump analysis tools, network traffic analysis tools

- Has used filemon, regmon

- comfortable in troubleshooting clients in domain (active directory) environments

Desirable

  • Windows xp 64-bit edition
  • Windows xp tablet edition
  • Microsoft Windows Terminal Server

Experience

A minimum of 1-2 years experience in IT, remote support experience is preferable.

Languages

Ability to work in a predominantly English speaking environment.

Fluency in a European language from the other supported languages is a requirement.