Service Desk Analyst with Dutch remote
RemoteHub
Bucureşti, Bucureşti şi Ilfov
4 zile în urmă
source : Jooble

We are looking on behalf of our client for a Service Desk Analyst with Dutch language full-time remote.

Company mission :

Our client is a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their clients adapt to the digital world and make them successful.

A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.

Responsibilities :

Ideally but not mandatory :

Providing 1st line technical support, answering support queries via phone, email, Chat and Web

Maintaining a high degree of customer service for all support queries and adhere to all service management principles

Taking ownership of user problems and be proactive when dealing with user issues.

Logging / verifying customer details

Identifying the issue and categorizing / prioritize the incident

Creating a ticket in a CRM tool like ServiceNow

Referring KB for workaround / resolution and attempting resolution

Ticket re-assignment to L2 / L1.5 if ticket unresolved by L1 (wherever applicable)

Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)

Routing / Chasing of tickets with other Resolver groups

Recording trend of calls and identifying outages proactively

Callbacks for customer not reachable cases & customer request

Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation

Creating child tickets and tagging them with problem ticket

Callback the user and confirm resolution (wherever applicable)

Troubleshooting issues related to Outlook email / MS office suite / WebEx / Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc.

as per scope document and SOW

Handling issues using Remote tools.

Makes recommendations for updates to the KB database

Apply for this Service Desk Analyst with Dutch remote position

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