Service desk with Czech

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Employer: I.FUTURE
Domain:
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 22.10.2020

    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.
    Responsibilities
    • 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)


    Company Benefits
    • 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)
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