L1 Service Desk Agent _ No experience needed

Informácie pre uchádzača:

Základná zložka mzdy (v hrubom):
850 € za mesiac

Dátum nástupu:
ihneď

Dátum pridania ponuky:
29. 10. 2019

Dátum poslednej aktualizácie:
30. 10. 2019

Pracovný a mimopracovný pomer:

pracovný pomer na určitú dobu
počet mesiacov: 12

Pracovná oblasť:

Personalistika, administratíva a služby zákazníkomIT a telekomunikácie



Náplň (druh) práce
Service Desk team will provide multilingual support during the support window as described in the agreements with the customers and as required for the smooth operations of the account.
This is a technical support role where the candidate provides Level 1 End User IT support, instructs users on usage of software, announces urgent/important information from IT group, receives and assigns software, hardware and network requests to the appropriate IT team

Call and Incident Handling
• Provide first level support to customer including software and hardware related issues not limited to desktops (support involves, mobile devices, iPhones, iPads and printers)
• Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other means customers reaches out to Service Desk seeking IT support
• Identify and solve software and hardware problems by giving step-by-step instructions
• Provide advanced support to customer’s PC using remote control tool
• Effectively communicates with other team members, 2nd and 3rd Level technical teams, end-users to reach SLAs
• Handle and document all incoming requests or incidents within the contractually agreed timeframes in Helpdesk tracking database/Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network/Server Support team, Application Support team or other Support teams and ensure cases' timely resolution.
• Log all calls in the Helpdesk tracking database in English simultaneously with handling the call in native language
• Instruct users on usage of application systems.
• Effectively communicate with customers to provide and process information in response to Incidents, Service requests, queries, escalations. Instruct users on ICT processes.
• Translate end user communications to English in case necessary

Ad hoc and general tasks
• Manage personal and team backlog. Perform daily ticket checks/backlog activities.
• Actively participate and share ideas in team meetings and individual feedback sessions.
• Perform special projects or tasks as per agreement with Team Leader/Project Leader/Service Delivery Manager.

Pracovné miesto vhodné aj preabsolventa

Pracovné podmienky

Práca na zmeny:
trojzmenný pracovný režim
Nočná práca:
áno

Zdroj: Pracovná ponuka je prevzatá zo stránky Úradov práce.

Všeobecne požadované znalosti:

Pracovné miesto vhodné aj pre

absolventa

Požadované vzdelanie

Stredné odborné vzdelanie

Dĺžka praxe

bez požiadavky na odbornú prax

Zručnosti, schopnosti
Vodičské oprávnenie:

• Skupina B

Všeobecné spôsobilosti:

• analyzovanie a riešenie problémov
• informačná gramotnosť
• komunikácia (jednanie s ľuďmi)
• rozhodovanie

Cudzie jazyky:

• anglický - pokročilá: B1 a B2

Počítače:

• Microsoft Outlook - pokročilá
• Microsoft Excel - pokročilá
• Microsoft Word - pokročilá
• Microsoft PowerPoint - pokročilá

Ďalšie požiadavky:

Other tasks, responsibilities
• Person filling the position shall perform any other task given by her/his supervisor, which belongs to this position by its nature or her/his experience or education meets the requirements to perform.
Competencies
• Focuses and guides self and team members in accomplishing work objectives
• Interacts and supports users, resolvers, third party in personal professionalization
• Maintains effectiveness when experiencing changes in work tasks or work environment; adjusts effectively to work
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks

Osobnostné predpoklady

• analytické myslenie
• komunikatívnosť