IT Service Desk Agent with German

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Employer: Accenture
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 16.10.2016
    Remote work: On-site
    Short company description

    Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
    In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

    Requirements

    - Excellent customer service skills
    - Excellent interpersonal skills
    - Fluent in English and German
    - Fluency in more than one supported European language is an advantage
    - Professional skills: problem solving/ troubleshooting, analytical, written and oral communication, administrative and organisational- Bachelor degree in a related field or equivalent work experience
    - Technical expertise in the following: Windows Operating Systems, Microsoft Office, Network Connectivity, Print Services, Hardware, Microsoft Outlook client and OWA.
    - Ability and desire to build additional technical skills
    - Ability to interact effectively with others in a team environment
    - Ability to follow instructions to produce desired results
    - Aptitude to manage many tasks simultaneously
    - Ability to work with broad range of experience levels

    Responsibilities

    - Provides first level IT Support to multiple clients supported out of Romanian Service Desk. Performs initial level of problem identification and attempts resolution
    - Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues.
    - Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed
    - Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses
    - Actively participates in preventive maintenance, by documenting common problems and scripts for customer support in the Service Desk knowledge base.
    - Shares information required for the team to be successful
    - Demonstrates understanding of the customer’s business needs and is able to achieve and maintain high customer satisfaction ratings
    - Develops and maintains knowledge of BMC Remedy (incident tracking system), AIDU and of the Service Desk procedures and business environment
    - Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
    - Working hours are predominantly in shifts, between 07:00-19:00 (Monday to Friday)

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