German Senior Technical Support Executive - Helpde

1 year ago1445 views
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General Details
Advertised By:Agency
Company Name:ABC Worldwide
Job Type:Full-Time
Description

GERMAN & ENGLISH - Bilingual position

Brief Job description

  • Provide 1st level technical support
  • Service restoration
  • Fulfilment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems
  • Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures
  • Executes transactions as per prescribed timelines

 

Requirements

Analytical and Problem solving skills

  • Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
  • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
  • Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
  • Display ownership and accountability
    • Quickly build trust and confidence with customer
    • Own and resolve customer issues efficiently, effectively and empathetically

 

Mandatory requirement for experienced candidates:

  • 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
  • Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
  • Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
  • Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
  • Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
  • Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
  • Basic networking knowledge

 

Time Management Skills

  • Being proactive and show the utmost respect for customer’s time
  • Good time management, ensuring all contacts with customers add value
  • Ability to Multitask

 

Communication & Relationships Skills

  • To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
  • Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

 

Skills & Knowledge <...


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