Description
Service Desk Agent (1st Line Support)
(Must be have Dutch or French or German speakers only please)
I hope this is good timing as I have a wonderful opportunity for a short or long-term contract in Poland.
One of our leading clients is looking for multiple Service Desk Agents for their 1st line support. It's a contract for either 3, 6 or 12 months. This is for an immediate start. This is a great opportunity if you are getting started in IT.
The Service Desk Agent (1st Line Support) should have the following:
- Typing skills (50 words per minute)
- 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 OR Dutch OR German speaking skills
The Service Desk Agent (1st Line Support) will be responsible for:
- Provide first level call, 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
If this is of interest, please send in your latest CV for immediate consideration.