Dell Desktop Support Senior Analyst 

Romania, Bucharest 

219241085

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