Service Desk Analyst with English - Iasi

A best of breed technology solutions provider specialising in IT infrastructure, SCC has an enviable track record for helping European based companies and government organisations assess, plan, source, integrate and manage their IT infrastructure to deliver technology optimisation and more for less.

Behavioural Skills:

Must have very good customer facing skills and be well presented
Must have an assertive, confident, positive and a professional manner
Strong attention to detail in logging support calls, updating call details and managing call closure
Excellent verbal and written communication skills, with a confident telephone manner
Strong multi-tasking abilities
Able to work in a busy, fast-paced and demanding enterprise environment
Flexible and adaptable to the business demands

Technical Skills:

Experience in supporting Windows 7/10 operating systems, Microsoft Office suite (Office 365, SharePoint) & performing technical and network troubleshooting
Experience in supporting mobile and tablet devices
Operating an ITSM management tool . incident logging
Knowledge of Service Desk processes . ITIL

Professional Experience Nice to Have:

A proven Customer Service/Customer Excellence record with an Enterprise/Corporate Client base
Previous experience of working on a Service Desk

Receive incidents and requests from customer end user via telephone, email, self-service & chat
Process the ticket with either a first-time resolution or a re-allocation to the appropriate individual/team
Be the primary person managing the lifecycle of the ticket through to conclusion
Ensure that the speed & flexibility of response meets the business needs and respects the contractual service levels
Escalation of critical and high priority tickets to line and senior management
To act as the primary interface with the user community actively promoting Service Excellence at all times
To ensure that all IT Support related problems and requests are recorded in the call logging system and regularly updated
Liaise between departments/teams and to act on behalf of the User