L2 Service Desk Agent (Experienced) - German and English speaking

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Trenkwalder Kft.

On behalf of our client we are looking for a new colleague.

Maintains direct contact with the client or ticket owner, is available for receiving calls/ e-mails/ tickets/ requests/ incidents and to answer them as soon as possible
Records the incoming client requests - orders or incidents - , creates tickets
Questions the client thoroughly in the interest of fault diagnosis
Monitors the systems and creates a ticket when a defect is detected
Processes the incoming tickets (e.g. from the helpdesk)
Identifies, diagnoses and categorizes the incident/ call/ ticket and determines priorities
Solves simple problems in connection with MS Office applications and the most common operation systems with the help of the knowledge base. In case of working in the telecom systems field, solves simple problems concerning networks and network components
Changes user settings from distance if needed
Forwards more complex problems to next level of support
Updates client information and the ticket management system throughout the whole process, and logs information
Tracks tickets and informs the client about its status
Observes the expected service levels as stated in the contract
Closes the ticket
Reports to the requester of report at the requested frequency

1 - 3 years relevant work experience in Service Desk
Successfully completed studies (University or College, preferable ICT)
Microsoft MCITP certifications: Windows 7 / Windows 10 (or equivalent knowledge)
Customer Service: Customer Service Representative Professionalism, Process, Skills
Lean: Lean mindset
Business fluent German skills (C1) and conversational level English (B2)