Service Desk Agent L1 with German

Employer: VON Consulting SRL
Domain:
  • IT Hardware
  • IT Software
  • Job type: project-based
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 11.04.2021
    Short company description

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

    Requirements

    German (C1 or above)
    English (B2 or above)
    Has used an IT Service Management tool (BMC Remedy or similar)
    Ability to diagnose and resolve basic technical issues
    Customer-Oriented
    Excellent communication skills
    Can-do attitude
    Team working skills
    Flexibility

    Responsibilities

    Serve as first point of contact for customers over all agreed channels with their respective OpCos and provide resolution or dispatch accordingly where applicable (incidents and service request)
    Perform remote troubleshooting through thorough analysis and relevant questions
    Identify the issue using the details received from the end-user and provide resolution according to the work instructions
    Record actions taken and resolution provided in the relevant ticketing system
    Ensure fulfillment of the agreed Service Level Agreements/Key Performance Indicators
    Perform ticket follow-up according to the internal procedure
    Identify and suggest possible improvements on procedures
    Resolved incidents, service requests and queries
    Up-to-date information in the relevant systems
    Documented technical solutions in KMDB