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Dell Desktop Support Senior Analyst 
Romania, Bucharest 
555908487

04.07.2024

Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that secures human progress with Secureworks® Taegis™, a SaaS-based, open XDR platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

Role Responsibilities:

  • Provide first-level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route, and redirect problems to correct resources.
  • Update customer data and produce activity reports.
  • Walk customers through problem-solving processes.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation, and closure.
  • Recommended procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products, and services.

Essential Requirements:

  • 2+ years’ Service Desk or other relevant experience.
  • Strong written and oral communication skills in English.
  • Experience with troubleshooting multiple OS related issues (Windows and MacOS).
  • Microsoft technologies knowledge.
  • Hardware and software troubleshooting experience.
  • User/Group management in Active Directory.
  • Familiarity with networking systems and protocols.
  • Good problem-solving, analytical, and team-working skills.
  • An openness to learning new technologies.

Knowledge, Skills and Abilities:

  • Excellent Customer Service
  • Strong attention to detail, professional demeanor, good work ethic, eagerness to learn
  • Demonstrated ability to communicate well with others and to thrive in a team environment
  • Adapt to a fast paced environment
  • Ability to multitask
  • Goal oriented and self-motivated
  • Strong written and oral communication skills, possess the ability to interact with Executive leadership and technical staff

Work schedule

  • Working in12hrs.shifts