Description
First Line Support - Brussels, Belgium (GERMAN SPEAKER)
Languages: ENGLISH and GERMAN
Skills and experience:
- Use Service desk reporting (SM9 interactions, SM9 incidents, Propel requests, BT call centers stats, etc.) to identify the need for additional information/training
- Ability to absorb large quantities of information; eagerness to learn and ability to go and look for information where it is available
- Ability to work, according to the processes, in an organised, methodical, structured and meticulous way and to improvise where necessary
Description of work:
- Getting control and stable performance on ticket backlogs including Work Orders for Belgium, Switzerland and Germany
- 1st level ticket reception and resolving
- Answering calls within agreed SLA and creating tickets according to process
- Handling e-mails related to new and open tickets according to process
- Writing ticket updates within SLA
- Follow-up on incidents and requests, including actively calling people
- Translations from German to English and vice versa, according to the needs
- Translations of End User information into technical information and vice versa
- Capturing of improvement possibilities
- Remote connection to end user PCs in order to identify, classify or fix issues when required
- Keeping Asset Management and Documentation up to date, using tools such as AMMO FlexDeploy, the Mobile Phone Usage reporting tool, etc.
- Procurement and/or Goods Receipts according to process
- Requests for approval and packaging of new software, according to the process, including the writing of installation documentation for the packaging team and the necessary chasing
- Train the rest of the team on items related to Service Desk procedures, according to the needs identified
- Act as key counterpart for the Service Coordinator, ensuring communication between that role and the team
Please send your CV to Janisha and call to discuss further.
We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
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