Candidatul ideal
WEBfactory is looking to start a new service desk team for our internal customers; the team will help to deliver outstanding services to the entire user community.
Your profile:
Strong language skills in German and English Availability to work also on-call (18:00PM - 09:00AM) Customer service oriented with excellent communication skills Inquisitive and creative in problem troubleshooting Process driven attitude Individual and team work skills Analytical thinking Quality and result driven attitude Fair-play
What we offer: Training to prepare you for the position Growth opportunity within the department Attractive benefit package Exposure to a wide range of tools, systems and environments
Descrierea jobului
The IT Service Desk Agent role that we offer, provides a great opportunity to learn and grow while delivering first level support to a very dynamic user community.
Your responsibilities will include the initial case assessment, case documentation, troubleshooting, resolution of basic incident with the support of IT knowledge articles and assignment of cases to relevant support teams.
You will engage with our users on a daily basis via phone, email and tickets, ensuring that they receive the best support in dealing with the reported issues.
Your role:
Single Point of Contact for all product specific related issues for our user community Act as first line in user communication for 2nd level support teams Provide initial remote technical software support to users Respond to user queries, providing timely resolutions/updates to issues Log all related activities for each case received in tickets Classify and make an initial assessment of incidents & service requests Track and route problems & requests as well as document resolutions in case tickets as per available Knowledge Documents Proactively handle secondary issues discovered while investigating a reported case and log case tickets accordingly Deliver high end quality services to the business as a team as an individual Work effectively in a shared model
