Description
I am currently looking for a German speaking IT Service Desk Analyst for a long term contract based in Budapest
Service Desk Analysts are providing first level multilingual application, network, server and device support for an international customer.
The candidate will provide service to the customer on hardware, software, network, server and device related questions, queries and issues. Candidate is end to end responsible for assignment of more complicated problems to the correct support groups within the project.
The IT Service Desk Analyst will be Responsible for the following:
* Help to improve and implement new technologies, tools, processes and policies
* Document new technical solutions
* Document and share best practices and with other colleagues
The IT Service Desk Analyst will ideally have the following skills and expertise:
Call and Incident Handling
* Provide first level call and email support to customer's PC, including software and hardware related issues.
* Assign unsolved calls to the appropriate IT teams.
* Instruct users on processes
* Translation of end user communications to English in case necessary
Other
* 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
Get back ASAP to avoid missing out.