German Senior Technical Support Executive - Helpde

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 <...