About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Role Summary: We are looking for Desktop Support Analysts to provide enterprise-level assistance to our end user employees. You will diagnose and troubleshoot software and hardware problems for our employees. Desktop Support Analyst responsibilities will include using email, text and chat applications to give employees quick answers to simple IT issues.
Essential Responsibilities: If you’re naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we’d like to meet you. Ultimately, you will be a person our employees trust. They will rely on you to provide timely and accurate solutions to their technical problems.
The goal is to create a seamless, positive experience for our employees that in turn enables them to serve our external customers and the businesses they support.
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Own issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues and outcomes are properly logged within the ticket management system
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Maintain positive relationships with employees
Identify and suggest possible improvements on process, procedures and or systems
High school diploma or equivalent required
Some experience (including internships) in work experience in a similar customer service/ Technical Support role
Hands-on experience with Windows OS environments desired
Good understanding of computer systems, mobile devices and other tech products desired
English and French/German/ Italian/Spanish/Hungarian/ Polish language knowledge
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