L2 Service Desk Analyst with German (B2)
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Moving forward is impossible without the initial drive to do things differently. Our business is all about the people we come across, whether it's in our everyday interactions or in our vision for the brand.Cerinte
- Fluent communication (written & oral) in English&German quick learner, self-initiated, team player
- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook, (minimum 3 years L1 support experience)
- Previous experience as Customer Support Engineer / Technical Support Executive is a plus but not a requirement;
- Advanced knowledge of Microsoft based operating systems;
- Advanced understanding of PC hardware/software set-up and configuration.
- Providing L2 technical support; answering support queries via email and phone
- Maintaining a high degree of customer service for all support queries and adhere to all service management principles;
- Identifying the issue and categorizing / prioritize the incident;
- Referring KB for workaround / resolution and attempting resolution;
- Strong interpersonal skills are a prerequisite;
- Ability to work effectively in a dispersed team and individually;
- Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;
- Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation;
- Call-back the user and confirm resolution (where ever applicable);
- Drive Quality Initiatives and process excellence;
- Responsible to meet their objectives defined by the project;
- Being compliant to all process and procedures;