German Technical Support Executive - Helpdesk

1 year ago1572 views
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General Details
Advertised By:Agency
Company Name:ABC Worldwide
Job Type:Full-Time
Description

Brief Job description

  • Provide 1st level technical support
  • Service restoration
  • Fulfillment 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
  • Provide 1st measure analysis of issues and inputs for problem management
  • Leverages best effort method for issue resolution through cross functional coordination
  • Support team lead in training, reviews and escalation handling

 

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:

  • 24 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 OS (Windows XP-10), Browsers, MS Office suite
  • Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
  • 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
  • Basic networking knowledge

 

Additional Preferred skills:

  • PBX Administration Avaya or similar
  • Anti-Virus & IT Security best practices implementation & administration
  • Process compliance Knowledge of the ITIL Framework
  • Knowledge of McAfee products

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, receivi...
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