Description
First Line Service Desk Support Agent
For one of my globally leading tech clients we are urgently seeking an English speaking First Line Service Desk Support Agent for a 6+ month contract based from my clients offices in 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
- Fluent English 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/fluent 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! Please send your CV
Location: Budapest, Hungary.
Contract: 6months +
Rates: Negotiable.