L1 Application Operation with German

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

Requirements

Core competencies, knowledge and experience:
Ability to diagnose and resolve basic technical issues;
Customer-Oriented;
Excellent communication skills;
Can-do attitude;
Team working skills;
Flexibility;
Language requirements:
German (C1 or above)
English (B2 or above)
Must have technical professional qualifications:
Is familiar with and can explain the below concepts. Prior work experience is desirable.
CRM
Microsoft Office Suite knowledge (O365);
Billing Systems
Active Directory knowledge
Has used an IT Service Management tool (BMC Remedy or similar);

Responsibilities

Key accountabilities and decision ownership:
Serve as first point of contact for customers over all agreed channels with their respective OpCos and provide resolution or dispatch accordingly where applicable (incidents and service request);
Perform remote troubleshooting through thorough analysis and relevant questions;
Identify the issue using the details received from the end-user and provide resolution according to the work instructions;
Record actions taken and resolution provided in the relevant ticketing system;
Ensure fulfillment of the agreed Service Level AgreementsKey Performance Indicators;
Perform ticket follow-up according to the internal procedure;
Identify and suggest possible improvements on procedures;
Other activities assigned by the Team Leader
Typical outputs:
Resolved incidents, service requests and queries;
Up-to-date information in the relevant systems;
Documented technical solutions in KMDB;