Roles & Responsibilities :
Primary responsibility is customer service. Being present and available to clients requiring technical assistance.
Respond to questions received through emails and calls.
Learn the fundamental operations of the platforms which are being supported.
Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
Become familiar with helpdesk policies and services.
Other duties as assigned by the Service Manager.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilise the applications for Microsoft Office for support, reporting and documentation.
Excellent oral and written communication skills.
Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.
Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Creativity. Ability to think around problems and come up with creative solutions is helpful.
Ability to work with or without direct supervision.
Serve as the single point of contact for customers related to Microsoft Office 365 Cloud Support issues.
Good knowledge of user account administration (Microsoft Office 365 / Microsoft Active Directory).
Develop technical knowledge of Microsoft Office 365 and other technologies as required.
Take ownership and responsibility of an issues from start through to a successful resolution.
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
The Service Desk Engineer must ensure the support team members to close out their tickets properly.
Develop sound understanding of IT operations and related applications as well as business related processes and procedures.
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
What we need to see from you
Knowledge, Skills and Abilities Required
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Business professional written and oral German language skills
Business professional written and oral English skills.
Familiarity with the fundamental principles of ITIL / SLA
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician
Perform post-resolution follow up activities to requests
Reinforce SLAs to manage end-user expectations
1+ year’s work experience in a Service Desk environment
certification required is MS 100 / MS 101
Knowledge of ITIL Process Frameworks desirable