Service Desk with German
16 zile în urmă
source : EJOBS GROUP

Candidatul ideal

Location : Bucharest, 169A Calea Floreasca Street, Building B, 1st floor, 1st District

Profile :

  • Fluent communication (written & oral) in English&German quick learner, self-initiated, team player, open to work in shifts;
  • Good Experience with using and troubleshooting Outlook
  • Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;
  • Experience of using call logging software;
  • Previous experience as Customer Support Engineer / Technical Support Executive is preferred;
  • Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;
  • Basic knowledge of Microsoft based operating systems with emphasis on Windows X;
  • Basic understanding of PC hardware set-up and configuration.
  • Preferred, but not mandatory :

  • Previous Helpdesk (Voice Support) experience;
  • MCP / MCSE / CCNA certification.
  • Responsabilities :

  • Providing technical support; answering support queries via Web, email, Chat and phone
  • Maintaining a high degree of customer service for all support queries and adhere to all service management principles;
  • Identifying the issue and categorizing / prioritize the incident;
  • Referring KB for workaround / resolution and attempting resolution;
  • Strong interpersonal skills are a prerequisite;
  • Ability to work effectively in a dispersed team and individually;
  • Ticket reassignment to PRG's if ticket unresolved by L1 / L2 (where ever applicable)
  • Routing / chasing of tickets with other PRG's;
  • Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;
  • Recording / Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG;
  • Identifying the trend of calls / tickets and highlighting it to TL / SDM as applicable for outage confirmation;
  • Call-back the user and confirm resolution (where ever applicable);
  • Conducting Audits and Mentor L1 Team Members; Training the L1 team on the process / top issues;
  • Ability to prepare the MIS Reports;
  • Experience in handling Client Escalations and Client interfacing;
  • Drive Quality Initiatives and process excellence;
  • Responsible to meet their objectives defined by the project;
  • Being compliant to all process and procedures;
  • Benefits :

  • Opportunity to work in a young and dynamic environment;
  • Relocation package if needed;
  • Attractive benefits package;
  • Lunch tickets;
  • Fitness deduction;
  • Health insurance;
  • Opportunity to develop and learn constantly;
  • Access to internal training (job related and soft skills training)

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    http : / / / WiproRomania

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