Service desk with Czech

WE ARE HIRING SERVICE DESK ANALYST WITH CZECH! This job is for our client, a leading global information technology, consulting, and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help their clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability, and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.

Perfect Candidate

• Fluent communication (written & oral) in Czech and English, quick learner, self-initiated, team player, open to working in shifts;
• Experience with using and troubleshooting Outlook is a plus
• Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint, and Outlook is a plus;
• Experience of using call logging software;
• Previous experience as a Customer Support Engineer / Technical Support Executive is preferred;
• Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;
• Basic knowledge of Microsoft based operating systems with an emphasis on Windows X;
• Basic understanding of PC hardware set-up and configuration.
• Preferred, but not mandatory:
• Previous Helpdesk (Voice Support) experience;
• MCP/MCSE/CCNA certification.

• To provide 1st line/2nd line technical support; answering support queries via phone, email, Chat, and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing/prioritize the incident
• Creating a ticket in the CRM tool
• Referring KB for workaround/resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
• Routing / Chasing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls/tickets and highlighting it to L2 / TL as applicable for outage confirmation (where ever applicable)
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)

• Opportunity to work in a young and dynamic environment
• Attractive benefits package
• Relocation package
• Lunch tickets
• Fitness deduction
• Transportation deducted
• Opportunity to develop and learn constantly
• Access to internal training (job related and soft skills training)