German Speaking Service Desk Analyst
4 weeks ago
The role requires immediate starters for an initial 3-month fixed term employed contract, with possible extension or we will consider day rate contractors. This role is fully remote
Role hours are 5am to 2pm and 1pm to 10pm
What About the Role:
To provide and maintain continuity of service for all desktop devices (hardware, software, and connectivity) for the customer and resolve any technical issues which may occur within agreed contractual service levels.
What You'll Do:
- Receive, scope, accurately log, and process each customer ticket to known and agreed processes. Carry out fault diagnosis, call vetting and technical support to provide first line ticket resolution or escalation
- Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to either 2nd Line Support or the correct resolution group, with clear, concise, and detailed information recorded on the individual ticket, to enable efficient call managementand resolution within SLA.
- Pro-actively monitor, review, and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual services levels.
- Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle.
- Utilize and update available Knowledge Bases to maximize the speed of resolution and improve customer satisfaction.
- Ensure that all activities, including any chases or follow ups, are added to call management toolsets, or any relevant customer databases to enable continuous support from ESP's Global Service Desks.
- Proactively carry out call management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations and escalate in line with operating procedureswhere required.
- Maintain high standards of customer service at all times to encourage an excellent customer experience.
What You'll Need:
- At least 2 years' experience as a Service Desk Support for role holder to perform fully and effectively in the job
- Good understanding of IT networks & IT fundamentals.
- CompTIA A+ and/or MCP accreditation or equivalent job experience.
- Excellent use of MS Office Products.
- Expert knowledge of call management systems, preferably ServiceNow.
- Self-motivated with a willingness to learn and adapt to any new change or situation.
- Detailed, methodical, and logical in their approach to problem solving.
- Excellent interpersonal skills: ability to communicate with customers at all levels
- Very good verbal and written communication skills
- At least 2 years' experience in a Service Desk / customer support role.
- Good understanding of IT networks & IT fundamentals.
- CompTIA A+ and/or MCP accreditation or equivalent job experience.
- Germany language speaker B2, C1, C2 level.
Global Technology Solutions is acting as an Employment Business in relation to this vacancy..
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