Service Desk with German

REQUIRED PROFESSIONAL EXPERIENCE:

• Professional certificate in Windows operating systems and networking
• Knowledge of the following foreign languages:
• English advanced (writing, reading, using conversational language)
• The second language (German) advanced (writing, reading, using conversational language)

JOB COMPETENCIES:

• Knowledge of ITIL Processes
• Good interpersonal and communication skills
• Orientation of clients services and the capacity to work in a team
• Excellent skills for Soft & working keyboard
• Communication skills (Verbal & Written) to treat general clients
• Solving of problems that are sensitive to clients, rapidly and in time.
• Capacity to work in inadequate situations.

ABILITIES:

• Knowledge of ITIL Service Delivery (procedure concerning to incidents, problems and administration of changes
• Troubleshooting skills and experience in solving LU, reset PWD and transmitting messages
• Troubleshooting skills and applications shrink-wrapped (MS office, Adobe etc.)
• Capacity of synthesis
• Preferably knowledge of MAC devices
• Troubleshooting skills for VPN connectivity, dial-out, wireless routers
• Register with knowledge of active addresses, controllers etc.
• Exposure of instruments of password resetting
• Previous experience in technical support shall be preferred.
• Previous experience in IT support in Corporate environment and/or other functions of great sensitivity referring to clients

REQUIRED WORK EXPERIENCE:

• + 6 months of experience in labour
• Previous experience to a position of relations with customers is a requirement of the job.
• Previous experience in technical support constitutes an advantage.

JOB OBJECTIVES:

Offering technical support by phone or email making the proof of professionalism in the relationship with clients.

TASKS, ATTRIBUTIONS, ACTIVITIES:

• Management of tickets (working orders) according to the performance indicators and SLA (Service Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.
• Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level
• Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated
• Preparing MIS incident in accordance with the requirements
• Redistributing tickets which have not been resolved (where applicable)
• Routing/ tracking tickets allocated in the system or with other PRG
• Proactive action with a view to effective management of queue (Remedy Queue Management)