Service Desk Agents (L1 Support, 1st Line Support)

FR  ‐ Onsite
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Description

Service Desk Agents (L1 Support, 1st Line Support)

Service Desk Agents (L1 Support). One of my blue chip clients are urgently seeking French speaking Service Desk Agents (L1 Support, 1st Line Support) for a 3-6 month contract for their office in France with occasional travel to Budapest, Hungary.

Required Skills:

  • Typing skills (50 words per minute)
  • 1st Line Support
  • 1+ Year experience in Call Center/Help Desk environment OR Education at bachelor level
  • Functional (How to) understanding of Microsoft Operating Systems (Control Panel, Command Prompt, Network and Sharing Center, Internet Explorer)
  • Functional (How to) understanding of Microsoft Word, Excel, PowerPoint, Outlook
  • French Language Skills.

Job Description:

Call and Incident Handling

  • Provide first level call(1st Line Support), email, and chat support to customer's PC, including software and hardware related issues.
  • Assign unsolved cases to the appropriate IT teams.
  • Log all calls in the Helpdesk tracking database in English simultaneously with handling the call in native language
  • Instruct users on ICT processes
  • First Call Resolution Index
  • Call Answering Time
  • E-mail logging time
  • Abandoned call rate
  • Adherence to quality requirements
  • Resolution Time (Mean Time To Resolve a Ticket
  • Customer Satisfaction Survey Results
  • Call & Ticket creation ratio

Apply now for immediate interviews!

Start date
ASAP
Duration
3-6 months
From
Gazelle Global Consulting
Published at
20.09.2016
Project ID:
1205654
Contract type
Freelance
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