Description
For one of the largest clients, I am seeking for a 'L1 SDA' for a 6-12 month contract in Budapest, Hungary. Swedish speaking is a MUST
Skills Needed:
- Call and Incident Handling
- Provide first level support to customer in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves, mobile devices, iPhones, iPads and printers)
- Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Dest seeking IT support
- Identify and solve software and hardware problems by giving step-by-step instructions
- Provide advanced support to customer's PC using remote control tool
- Effectively communicates with other team members, 2nd and 3rd Level technical teams, endusers in order to reach SLAs
- Handle and document all incoming requests or incidents within the contractually agreed timeframes in Helpdesk tracking database/Service Management tool.
- Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network/Server Support team, Application Support team or other Support teams and ensure cases' timely resolution
- Log all calls in the Helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer). Instruct users on usage of application systems
Please apply now if you are interested and available