ASSOCIATE O365 - GERMAN SPEAKING, Location: Bucharest
Sales Consulting activates on the HR market since 1998, having a national coverage in several areas of expertise: recruiting and selection assessment center HR market mapping/due diligence projects, personnel leasing, payroll.
Sales Consulting has 2 fully operational branches: Cluj-Napoca (also the head-office) and Bucharest.
We are developing various projects (Recruitment, Training and Consultancy) in some of the most varied type of industries:
- AUTOMOTIVE/PRODUCTION/ENGINEERING (Specialists and Middle & Top Management positions)
- OUTSOURCING (BPO/SSC/CC)
- IT & C (C++, C#, .NET, Java, Linux etc)
- FMCG (sales & purchasing positions; all levels)
- PHARMA (all levels)
Our client is a multinational company specialized in providing technology solutions and services.
— 1+ year’s work experience in a Service Desk environment;
— Certification required is MS – 100 / MS – 101;
— Knowledge of ITIL Process Frameworks desirable;
— Exceptional interpersonal skills, with a focus on listening and questioning skills;
— Business professional written and oral German & English language skills;
— Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others;
— Ability to utilise the applications for Microsoft Office for support, reporting and documentation;
— Excellent oral and written communication skills;
— Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired;
— Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it;
— Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations;
— Creativity. Ability to think around problems and come up with creative solutions is helpful;
— Ability to work with or without direct supervision.
— Primary responsibility is customer service. Being present and available to clients requiring technical assistance;
— Respond to questions received through emails and calls;
— Learn the fundamental operations of the platforms which are being supported;
— Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software;
— Become familiar with helpdesk policies and services;
— Other duties as assigned by the Service Manager;
— Serve as the single point of contact for customers related to Microsoft Office 365 Cloud Support issues;
— Good knowledge of user account administration (Microsoft Office 365 / Microsoft Active Directory);
— Develop technical knowledge of Microsoft Office 365 and other technologies as required;
— Take ownership and responsibility of an issues from start through to a successful resolution;
— Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible;
— The Service Desk Engineer must ensure the support team members to close out their tickets properly;
— Develop sound understanding of IT operations and related applications as well as business related processes and procedures;
— Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician;
— Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues;
— Perform post-resolution follow up activities to requests;
— Reinforce SLAs to manage end-user expectations;
— Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.
Only the eligible candidates will be contacted. Thank you for your interest!