Associate - Azure - German Speaking
SoftwareONE
Bucharest, Romania
2 zile în urmă

The role

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.
  • General Requirements

  • 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.
  • Operational

  • 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 Germanlanguage 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
  • Qualifications

  • 1+ year’s work experience in a Service Desk environment
  • certification required is MS 100 / MS 101
  • Knowledge of ITIL Process Frameworks desirable
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