Description
Based out of Glasgow I am looking for a confident person who can speak fluent German to provide support and guidance for an email migration programme (Outlook during the firm's migration from Lotus Notes). The suitable person we are looking for doesn't need to have a technical or IT background (although this would be an advantage) but needs to be confident in their abilities to converse in German.
The role will be to work within a large team providing advice on password and other IT related admin tasks. The client will train the right person on the technical side. This is a fantastic opportunity for someone looking to get into the IT arena.
Please note this is a CONTRACT role
- Under minimal supervision, respond to end user's inquiries concerning support requests, systems status, aiming to resolve the issue at first contact
- Active management of the existing support calls in the call logging system in order to provide a first class support service to the user-base
- Maintain up to date knowledge of IT Services policies and procedures
- Undertake analysis, diagnosis and resolution of client problems via phone, chat and e-mail contact
- Log, troubleshoot, and track problems to a successful conclusion
- Escalate unresolved problems to other support groups to expedite resolution
- Be available to perform after hours work
- Perform special assignments as required
- Perform daily/weekly administrative tasks as required
- Identify sources and trends of technical problems to prevent future occurrences.
- To contribute to the continuing development and maintenance of the knowledge database with the aim of increasing the technical skills of the wider team Follow up on specific inquiries or requests to ensure client satisfaction. Identify and escalate major incidents or customer issues to senior members of the team
- Maintain individual performance targets
- Must be able to decide what knowledge to apply to resolve or if it needs to be escalated to the next level.