Slovak Service Desk/IT Support

Nivel cariera

Entry (0-2 ani), Middle (2-5 ani)

Limbi vorbite

engleză, slovacă

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Salariu brut pe luna

1000 - 1500 €


Fluent communication skills in English and Slovak
- Previous Helpdesk (Voice Support) experience is to be preferred.
- Excellent telephone manner.
- Experience of using call logging software.
- Knowledge of Microsoft based operating systems with emphasis on Windows X
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
- Basic understanding of PC hardware set-up and configuration.
- MCP certification would be desirable
- Should have worked as a Customer Support Engineer / Technical Support Executive
-  Understanding of ITIL framework is prefered
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player

Role and responsibilities

> After training the job will imply the following:

- 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 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)

Benefits:

  • Opportunity to work in a young and dynamic environment;
  • Attractive benefits package;
  • Lunch tickets
  • Fitness deduction, Relocation and accommodation package if needed;
  • Opportunity to develop and learn constantly
  • Access to internal training (job related and soft skills training)
  • Access to internal training (job related and soft skills training)
  • A manager who cares about team development. If your ambition is to grow within the team, you will have an opportunity to progress
  • Do you want more? We will talk about what is important to you!

 

Salary is competitive to market standards.