Troubleshoot and fix production critical software and hardware issues
Develop a good understanding of business workflows and tools to provide efficient and effective response to users
Provide relevant and timely feedback to users, you’ll be the first point of contact for users between 18.00 - 03.00 (weekdays), 09.00 – 03.00 (weekends and bank holidays)
Solve user tools issues i.e. InCopy, InDesign, MediaPlanner, Titan and internal production systems
Take ownership of and complete tasks in SysAid queue (Service Management tool)
Requirements :
Experience working on a technical helpdesk
Knowledge of Unix and MacOS
Customer service experience and confidence dealing with a wide variety of people working under pressure
Familiarity with administration of network attached storage, Java application servers, web servers (apache) and Oracle basic admin
Experience supporting at least three of the following: InDesign, InCopy, Photoshop, Illustrator, MediaPlanner, Titan, multimedia desktop applications, mobile technology
Strong problem solving skills, proactive and confident in taking initiative