Description
Senovo IT is urgently looking for a Service Desk Agents in Budapest for a long term assignment.
The Service Desk Agent should have the following skills/experience:
Required Skills:
- 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
Job Description:
Call and Incident Handling
- 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 languages
- Instruct users on ICT processes
Knowledge management
- Help to improve and implement new technologies, tools, processes and policies
- Document new technical solutions
- Document and share best practices and with other colleagues
- 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
Fluent in German.
Please apply for immediate consideration