Online Application
IT Global Helpdesk - Junior Support Specialist - Europe - Prague
Who you’ll work with

The Global Helpdesk (GHD) is a pivotal group within McKinsey’s worldwide IT organization. GHD provides premium support to all McKinsey 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 our colleagues in Manila (Philippines) and San Jose (Costa Rica).

 

What you’ll do

Within a year, the GHD Junior Specialist will:

  • Support internal colleagues all over the world
  • Experience extensive technical training to increase their IT troubleshooting and problem-solving skills
  • Receive ongoing soft-skills training to improve their communication, professionalism and customer service expertise
  • Get the help and guidance you need;  you won’t get lost with our small coach-to-specialist ratio
  • Be exposed to the latest technologies
  • Become an integral part of a professional and international team, working together to provide effective and efficient solutions
Key responsibilities:

Follow internal processes and procedures to handle incoming email requests in a timely manner by:
  • Creating incidents for new requests
  • Updating existing incidents with additional information received
  • Acquiring missing information needed to process the request
  • Reassigning requests, when required, to other IT teams appropriately
  • Replying with the appropriate solutions utilizing the knowledge base
In addition, provide immediate help via chat to internal colleagues:
  • Troubleshoot operating system and standard IT applications’ issues, LAN/WAN connectivity and HW issues related to PCs and mobile devices
  • Contribute to the improvement of knowledge as issues/solutions arise
  • After a 6 month period, the Junior GHD Specialist will progress towards phone support

Qualifications
Role requirements:
  • Desire to learn new skills and to 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; our internal business language
  • Understand the power of the team and can thrive in this environment 

What to Expect


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Questions

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