Description
Job descriptions and skills needed
Role
Overview Service Desk Agent
The Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.
Role Responsibilities
Manages customer interactions & records reported issues in the ITSM
Identifies issues, apply fixes and investigate root causes using internal instructions.
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
Experience of providing remote IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Excellent communication and customer service skills
Fluency in German language
Good Command of English is a plus
Flexibility to work shifts if required
For German-speaking customer communication (tickets, email, etc) has to be in German, or on request in English
All agents must be able to understand solutions in the Solution Database in German or English.
At the German-speaking locations, the language of communication between the client (end user) and the contractor is German. This means that the communication (tickets, e-mails, telephone calls, chat and video sessions) of the respective agent/specialist of the Contractor
Location:
Remote is allowed in all Romania (Bucharest/Cluj (office based)_
Tools used (most important ones) - all agents will be trained internally
Genesys - contact center
BMC Remedy,
Self service web portal
Docebo (training)
Confluence (knowledge management)