Description

For our client in Hungary we are looking for Helpdesk Agents IT with Dutch and English.
Location:
• Debrecen, Hungary – Debrecen is in the east of Hungary. A nice little university town, calm and joyful. Working Hours: 40 hour week / 8hrs per day

To provide first line helpdesk support to external customers, assisting them with hardware and software problems via ticketing tool, phone, or email in Dutch.
The IT Helpdesk Analyst is responsible for the day to day provision of the Service. This includes ensuring that a continually high level of service is provided to the customers as set out in Merlin\’s agreements with customers, in the languages described in this document. In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information and technologies.

Responsibilities:
• Maintain a quality business relationship with all customers
• Provide high level professional multi-lingual IT services in an efficient manner
• Make effective use of procedural, informational, and technical documentation
• To provide 1st line technical support; answering support queries via ticketing tool, phone and email
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues
• To log all calls on the ticket logging system
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Continuously monitor incoming customer contacts including those made by any of the media available to Merlin\’s customers
• Continuously monitor outstanding calls and ensure that provision is made in case of your absence
• Support users in the use of Computer equipment by providing necessary training and advice
• To allocate more complex calls to the relevant IT Support member
• Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Merlin and Merlin\’s customers
• Identify any service related issues and escalate to the Team Leader, follow procedures for escalation and urgent requests.

Requirements

Language requirements: A high level in written and in spoken is required.
• Dutch and English

Essential skills and requirements:
• Previous IT Helpdesk (telephone support) experience
• Highly customer focused with a good understanding and working knowledge of the services provided by your department
• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
• Experience of using ticket logging software.
• Strong knowledge of Microsoft based operating systems
• Strong Knowledge of Microsoft Office Applications
• Basic understanding of PC hardware set-up and configuration
• Good personal organizational skills
• Good attention to detail
• Ability to build effective working relationships at all levels
• Excellent problem solving skills
• Ability to apply creativity to resolving
• Strong knowledge of at least one operating system + awareness of others (Unix, AS400…)
• Knowledge of network applications (level of experienced user)
• Excellent spoken and written Dutch is essential

Offer

• Competitive salary and benefits
• Pleasant and friendly working environment in all locations
• Outstanding growth opportunities within our international organization

Wages and secundary benefits are custom to the country standard, but higher than usual local wages. Your wage will permit a good standard of living. Wages and benefits are to be discussed with the hiring company.

All suitable candidates receive our Information Letter for Candidates, a Cost of Living Comparison and answers to their questions. Only EU candidates are eligable.