Service Desk Specialist

YILPORT Holding

YILPORT Holding is a privately held, wholly owned subsidiary of YILDIRIM Group, one of the fastest growing Turkish industrial groups with its ports located in Turkey as well as in the world. The company has ambitions to become one of the top 10 global container terminal operators and it has recently become the largest terminal operator in Turkey in terms of number of ports operated and overall capacity.

We are looking for "Service Desk Specialist" to be based in YILPORT Holding Gebze and/orGemlik Terminal.

• Bachelor of Science Degree in Computer Science, Computer Engineering, Mathematics or equivalent department,
• Minimum of 2 years’ experience in IT Service Desk/Help Desk along with technical/application support preferably based on ITIL best practices guideline.
• Deep understanding of computer hardware, software, smart phones and printers Certificated Microsoft & ITIL etc. are preferable.
• Operational experience in Service Desk Tools
• Strong analytical and creative thinking skills for effective decision,
• Methodical problem-solvers with an aptitude for learning and quickly adapting new skills.
• Strong communication skills are also essential, as help desk specialists must be able to effectively communicate solutions to both technical and non-technical end-users.
• Patience, resourcefulness and a desire to help others are expected virtues in technical support and help desk roles.
• Written and oral fluency in English,
• Have flexibility to work in a shifted schedule when necessary.
• No military obligation for male candidates,
• No restrictions for travelling locally or abroad when necessary.
• Reside in Anatolian side of İstanbul, Kocaeli and/or Gemlik-Bursa.

JOB DESCRIPTION

The Service Desk Specialist will be working in IT Support Group and responsible for provisioning first line assistance for inquiries and delivering first line support to resolve technical problems remotely about all aspects of YILPORT Holding’s IT environment and all platforms, features, and functions of all hardware’s, software and other technologies related to port operations.

• Receive initial calls, answer user inquiries, and apply all tier 1 troubleshooting steps to resolve support calls in predefined SLAs.
• Fulfill the request at the first contact, and refer unresolved calls to other support assignment groups.
• Use the Service Desk Tool effectively to log incidents and requests on a timely basis and ensure all tickets are progressed consistently according to their categories and priority status
• Monitor alerts/events and assign auto-generated tickets to responsible IT groups by acting as a coordination center.