Description
For one of the world's largest companies, I am looking for 'Service Desk Agent - Danish Speakiing' for a 6-12 month project in Gothenburg, Sweden.
The ideal candidate will need to have the following experience
- Accountable for a high standard of customer service in-line with performance targets defined for the Service Desk
- Be the first point of contact for all users within the region supported for all IT issues and problems (in supported language and Polish if applicable)
- Support incoming IT issues or questions related to all supported software or computing platforms via the Service Desk phone number, mailbox and other systems if available
- Ensure availability during Service Desk operation hours as per the roster and in agreement with Shift Leader
- Watch the ACD screen (call monitor) for any queue calls to ensure high availability of service
- Record all incidents and requests in the ticket management system
- Classify and resolve incidents from specific areas of the business within agreed service levels ensuring 1st line resolution is achieved wherever possible
- Be able to explain technical instructions in a non-technical way
- Prepare and circulate Customer Communication notifications as necessary
- Possess and utilize good oral and written communication skills
- Maintain effective communication channels with users to reinforce the customer service ethos
- Maintain awareness of user issues and act as advocate to resolve
- Possess good analytical and problem solving skills
- Ensure that accurate and timely updates are provided to customers and are maintained in the Incident Management System.
- Determine nature of problem and impact to the business
- Provide a high rate of "first call resolution" troubleshooting, whilst maintaining a high level of service
Please apply now if you are interested and available.