Service Desk with Russian
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I FUTURE belongs to a Group of companies with multinational presence across various parts of the globe.
Our goal is developing individuals by building a strong foundation towards their employable future, supporting both personal and corporate goals.
• Student or University Graduate (Technical University Degree is an advantage);
• 2 years of related work experience, or an equivalent combination of education and experience;
• Fluency in English and Russian;
• Experience in the use of remote IT support tools;
• Basic Knowledge on Active Directory / Exchange / RSA / VPN / Networking;
• Has worked with, and can troubleshoot, Microsoft desktop products;
• Basic software support;
• Very good communication skills, flexibility and ability to work shifts;
• Excellent customer service skills;
• To provide 1st line/2nd line technical support;
• 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;
• Creating a ticket in CRM tool;
• Referring KB for workaround/ resolution and attempting resolution;
• 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;
• Creating child tickets and tagging them with problem ticket;
• Callback the user and confirm resolution (where ever applicable).