Service Desk Analyst with English - Iasi

Employer: SCC Services Romania
Domain:
  • Acquisitions - Logistics - Supplies
  • Customer Support - Client Service
  • Administrative Assistance
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Iasi
  • Updated at: 18.01.2020
    Short company description

    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.

    Requirements

    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

    Responsibilities

    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