Junior IT Service Desk Agent in Bucuresti

At ALD Automotive | LeasePlan, we are always asking What's next in mobility. Join our team and be part of a dynamic, exciting and engaging business, so we can discover What’s next together!Responsibilities:Receiving end-user calls, tickets, and queries;Provide first-level resolution for IT-related issues/tickets;Ticket creation / Categorization / Prioritization;Ticket escalation to different L2 Support Groups for further investigation;Coordinating the end-user resolution in cooperation with the other support units within the end-to-end support chain;Communicating solutions or workaround to the end-users/Customers in English;Ticket administration, ticket closure;Adherence to defined processes and policies and compliance with SLA requirements;Create & Update Knowledge Documents (L1).Requirements:Fluency in the English language is a must;Service Desk / relevant experience in a technical environment is a must;Excellent soft skills and excellent communications skills (written and verbal)Customer-service oriented with a problem-solving attitude;Ability to follow defined processes;Good analytical, coordination, and good IT technical skills are essential (L1 IT support, L1 IT troubleshooting);Ability to work with various IT resolver groups in driving the fast resolution of cases;Team player who can also work independently;Proactive attitude and flexibility;