Service Desk Analyst with Dutch remote
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

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