Service Desk Specialist with German

Angajator: ALTEN Romania
Domeniu:
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 22.04.2019
    Scurta descriere a companiei

    ALTEN Romania, part of the international ALTEN Group - with a unique position as Leader in IT & Engineering Consulting, provides support for its clients’ development strategies in the fields of innovation, R&D and IT systems since 1996. The company comprises 2 divisions specialized on its core capabilities: ENGINEERING and IT. These two divisions are: ALTEN TECHNO and ALTEN KEPLER.

    Cerinte


    • Speaks German at an advanced level (C1) and English at medium level (minimum B2)
    • Team working skills
    • Understanding the offered solutions and correctly managing IT troubleshooting and troubleshooting systems;
    • Capability of constantly following the technical documentation update and including the production, testing and deployment phase.



    • Communication Skills / Socially skilled
    • Attention, vigilance, Conscientiousness and high accuracy in work
    • Ability to identify customer problems;
    • Customer and Service oriented person;
    • Flexible attitude and can-do attitude in front of difficult / unpredictable situations;
    • Ability to prioritize tasks, analyze, report, and solve problems;
    • Taking decision in a timely manner

    Responsabilitati

    • Takes internal customer calls,
    • Solves problems and incidents by phone, email and / or ticketing system according to the agreed procedures in order to ensure the direct solution to the client and to coordinate the solutions for problems with other groups (dispatching);
    • Access requests resolution – creation/modifying/deleting accounts and rights by applying access rules, depending on the positions occupied by the applicants;
    • Manages all escalations/ complaints received on team’s shared mailbox;
    • Collects user and account information (department, organizational chart, accesses, profiles, roles, etc.) for internal reporting for the German Demand team/ external for partner companies and agencies.
    • Assesses the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
    • Gathers all the necessary data for internal reporting;
    • Ensures service level agreements’ fulfilment;
    • Improves first time fix and first level resolution rates by sharing the information with Level 1 agents