Outline of Role
The Senior IT Service Desk Agent is the single point of contact for the team regarding :
He will also provide first line technical support to end users and VIP if necessary.
The successful candidate will have an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of the end user problems, which may range from straightforward to more complicated technical issues.
Furthermore he will be responsible for the performance of his team.
Ø Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Ø Assign unresolved Incidents to appropriate Tier 2 Support Group
Ø Log all Incident / Service Request details, allocating categorization and prioritization codes
Ø Keep users informed about their Incidents’ status at agreed intervals
Ø Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Ø Provide first-line investigation and diagnosis of all Incidents and Service Requests
Ø Verify resolution with users and resolve Incidents in ITSM tool
Ø Escalate Major Incidents to Senior analysts
Properly escalates unresolved queries to the next level of support.
Deutsche Telekom Services Europe Romania S.R.L.
Company Description :
Deutsche Telekom Services Europe (DTSE) was founded in 2013 by Deutsche Telekom AG and delivers support services, with focus on HR, for the European footprint of DT Group.
Join us in this international environment and you’ll be exposed to many different competencies, cultures and languages.
If you want to join this innovative team and take the opportunity to be part of a growing company, apply now!