Description
Service Desk Analyst (Ducth Speaker)
I am currently hiring a Service Desk/Help Desk agent for a Multi-National client of mine in Budapest for a long term project. This will be an innitial contract of 3 months with options to enxtend thereafter based on performance.
The Service Desk Agent (1st Line Support) will have the following experience:
- Provide first level support - 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 you are interested in this role and would like to be considered for it, please send me your CV ASAP for immediate consideration.
If you are not interested in the role but know someone that may be interested or a good fit for it, please help me and them out by sending me their details or them the details of this role so they can get in touch with me about it.