Service Desk Executive with German

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

- 1-3 years of experience preferably in ITIL, Service Desk or related discipline.
- Education: Minimum Graduate
- Fluent in English
- Ensuring Service Level Targets / Service Level Objectives within the SLA is met.
- Building strong relationships with Internal and external IT service groups, and other ITIL processes, in particular Contract management, Supplier Management, Change Management, Incident Management and of course IT Service Management.
- Identification of stakeholders, customers, key users.

- Strong communication skill
- Excellent customer relations
- Excellent people management skills
- Analytical, consistent, persistent;
- Problem solving approach.

Role purpose the activities of the Service Desk Analyst include:

- Call answering - in the Language Requested
- Opening tickets in the relevant service support system (Remedy)
- Assigning and notifying an incident owner, including follow up and alarm management (in Remedy)
- Liaising with complementary partners both external (e.g. SAP, IBM etc.) and internal (e.g. Super Users, CSD etc.) within the support ecosystem
- Reporting to management
- Support SMS alert to high level management (e.g. Marcus Cotes) for Severity 1 issues
- Creation and maintenance of FAQ database (and related support & KM collateral)
- Contact list creation and maintenance