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Multilingual IT Service Desk Agent

Summary of Role

    To provide first line service desk support to external customers, assisting them with hardware and software problems via phone, or email or other communication solutions (Eg. Chat, self service Portal).
    The IT Service Desk Agent is responsible for the day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in cpmpany's agreements with customers, in the languages described in this document. In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information and technologies.

Key Tasks and Responsibilities

  • To provide 1st line technical support; answering support queries via phone and email, or other communication solutions (Eg. Chat, self service Portal)
  • Provide high level professional IT services in an efficient manner
  • Maintain a quality business relationship with all customers
  • Make effective use of procedural, informational, and technical documentation
  • Share knowledge with other team members as appropriate.

Duties and Responsibilities

  • To provide 1st line technical support; answering support queries via phone and email
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls in the ticket logging system
  • Respond to enquiries from clients and help them resolve their hardware or software problems
  • Continuously monitor incoming customer contacts including those made by any of the media available to Merlin's customers
  • Continuously monitor outstanding calls and ensure that provision is made in case of your absence
  • Support users in the use of computer equipment by providing necessary training and advice
  • To allocate more complex calls to the relevant IT Support team member
  • Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Merlin and Merlin's customers
  • Identify any service related issues and escalate to the Team Leader

Skills / Attributes Required

  • >2 years IT Service Desk experience
  • Vocational qualification (MCP or equivalent)
  • University level education
  • Fluent English
  • Fluent second language
  • Excellent customer service skills
  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
  • Experience of using tickets logging systems
  • Strong knowledge of Microsoft based operating systems and peripherals - such as desktop and network printers/copiers.
  • Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office 2010
  • Good understanding of PC hardware set-up and configuration.
  • Good personal organisational skills
  • Good attention to detail
  • Ability to empathise with customers
  • Ability to effectively gauge urgency of incident / request
  • Ability to build effective working relationships at all levels
  • Excellent problem solving skills
  • Ability to apply creativity to resolving incidents/requests
  • Willing to work on shifting schedule

Languages

  • The tasks and responsibilities described here shall be provided in English, French, Spanish, German, Italian, Polish, Portuguese (Portugal

Sector(s):

  • IT Operation, Telecommunication
  • IT Support, Helpdesk
  • Full time

Experience required:

  • 1-3 years professional experience

Required language level:

  • English
  • German
  • French
  • Spanish
  • Portuguese
  • Italian
  • Polish

Job location:

Debrecen

How to apply/ contact information:

You can apply with the „Jelentkezem" button underneath.

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Állás, munka még: Transcosmos Kft>
A hirdetés adatai:
  • Pozíció neve: Multilingual IT Service Desk Agent
  • Rövid pozíció név: It support munkatárs
  • Hirdető cég: Transcosmos Kft
  • Elsődleges kategória:
  • Terület: Hajdú-Bihar megye
  • Város: Debrecen
  • Feladatok: To provide 1st line technical support; answering support queries via phone and email, or other communication solutions (Eg. Chat, self service Portal) Provide high level professional IT services in an efficient manner Maintain a quality business relationship with all customers Make effective use of procedural, informational, and technical documentation Share knowledge with other team members as appropriate.
  • Elvárások: >2 years IT Service Desk experience Vocational qualification (MCP or equivalent) University level education Fluent English Fluent second language Excellent customer service skills Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels Experience of using tickets logging systems Strong knowledge of Microsoft based operating systems and peripherals - such as desktop and network printers/copiers. Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation) Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office 2010 Good understanding of PC hardware set-up and configuration. Good personal organisational skills Good attention to detail Ability to empathise with customers Ability to effectively gauge urgency of incident / request Ability to build effective working relationships at all levels Excellent problem solving skills Ability to apply creativity to resolving incidents/requests Willing to work on shifting schedule
  • Elvárt végzettség: Egyetem
  • Elvárt nyelvismeret: Angol, Német, Francia, Spanyol, Portugál, Olasz, Lengyel
  • Foglalkoztatás jellege: Teljes munkaidő
  • Szükséges tapasztalat: 1-3 év szakmai tapasztalat
  • Feladás dátuma: 2017.01.11