Description
Service Desk Analyst (German speaker)
I am currently hiring a Service Desk Analyst (German speaker) for a multi-national clients Budapest location. This is for an ASAP start.
Working hours & shifts to be covered are:
8 hours per day
Monday - Friday 07:30 to 22:00 CET
Saturday 07:30 to 20:00 CET
Sunday 09:30 to 18:00 CET
The purpose of this position is to provide infrastructure and application support to customers.
The Service Desk team will provide support during the support window as described in the agreements with the customers and as required for the smooth operations of the account.
This is a technical support role where the candidate would provide Level 1 End User IT support, instruct users on usage of software, announce urgent/important information from IT group, receive and assign software, hardware and network requests to the appropriate IT team.
Tasks/Performance targets:
Call and Incident Handling
Provide essential support to Customer's PC users, including software and hardware related issues.
Assist users over the telephone, through e-mail/voicemail and over web interface.
Diagnose and solve software and hardware problems by giving step-by-step instructions.
Provide advanced support to Customer's PC using remote control tool.
Escalate unsolved calls to the appropriate IT team, Network/Server Support team, Application Support team or other Support teams.
Log all calls in the Helpdesk tracking database/Service Management tool.
Instruct users on usage of application systems.
General
Ensure high level of customer satisfaction
Understand quality requirements and aspects of the account Customer Satisfaction Results and work according to those regulations
Learn and adhere to the "Clients" and customer's policies and procedures
Other tasks that are related to the position and are assigned by the Project Manager/Team Leader including working in any other language(s) spoken % of quality related errors No escalation from customers
Requirements related to the job
Required:
Fluent German
Good knowledge of Windows & or 8 or XP, Microsoft Office and Internet Explorer.
Capability to understand IT environment, basic knowledge about networks, Email systems
Demonstrate analytical skills in problem solving.
Excellent learning skills and high level of flexibility.
Excellent communication and interpersonal skills.
Responsible and accountable personality.
High level of customer focus and approachability.
Ability to relate well with people at all levels both internal and external to the organization.
Demonstrates a sense of urgency.
Strong work ethic.
Proactive and results focused attitude.
Energetic and disciplined personality.
Flexibility and capacity to grow with the business.
Advantages:
Prior experience in IT/Helpdesk/Service Desk fields.
Previous experience with Microsoft Windows.
Additional language knowledge.
Previous experience of e-mail systems (Outlook).
If you are interested in this position, apply now 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.