Description
Service Desk Analyst (1st Line Support - Ducth speaker)
I am currently hiring a DUTCH speaking Service Desk/Help Desk/1st Line Support/1st Level Support agent for a Multi-National client's Budapest location. This will be on a 3 months rolling contract based on performance.
The Service Desk Agent (1st Line Support - Dutch speaker) 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/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
Language: Dutch (Native or Fluent)
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.