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Full-Time Help Desk Support Agents
Job Description
Responsibilities:
- Provide first line response for users requiring assistance with technology related issues and problems
- Respond to requests for technical assistance by phone, email and/or using a help desk management system
- Track issues to resolution updating the internal knowledge base and/or communicating learnings with relevant business units.
- Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
- Update daily status reports and shift handover reports.
- Act as a liaison between customers and technical escalation teams.
- Provide a single view to the organization for information technology related problems.
- Ensure ownership of issues as per the SLA
Skills, Knowledge & Experience
- Exposure to SQL scripting (desirable not essential)
- Word processing and spreadsheet applications (e.g. MS Office’s Word, Excel, PowerPoint etc)
- Common IT applications and common hardware knowledge
- Customer Service Skills
- Excellent Communication, written and verbal
- Telephone confidence
- Organizational Skills
- Ability to conduct research into a wide range of computing issues
- Ability to absorb and retain information quickly
Qualifications &Certifications
- Ideally a graduate with at least one year experience in a Helpdesk environment
- At least one fluently spoken European language
Key Competencies
- Customer Service
- Planning &organizing
- Problem Solving
- Time management
- Good interpersonal skills with a focus on rapport-building, listening and questioning abilities.
Only one of the following languages in combination with English is required along with customer service experience
– Italian
– German
– French
– Japanses
– Mandarin
– Spanish
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Comment made by marco on Dec 23rd 2011 at 9:45 am:
hello,
I would like to get this job, I speak italian, english, spanish and base french.
Immediate start without problems also two days before, I need to start, thanks a lot.
Marco Censini
Comment made by FILIPPO MICCICHÈ on Oct 31st 2012 at 12:32 pm:
Dear recruiter,
Having achieved many goals in my career of Technical Support Analyst, I am interested in expanding my professional horizons by seeking new challenges in the area of Helpdesk.
Your recent advertisement(Help Desk Support Agents)immediately caught my interest. I am confident that my solid experience provides me with the capabilities to successfully fulfil this position.
I have a Strong Helpdesk Support experience achieved during the last 5 years in which I’ve been providing technical support for Italian, English and Spanish users in Ireland for HP,in Lisbon for Microsoft Spain ( I worked in Spanish) and finally in Italy for the European food Safety Authority.
I know recruitment process and I do understand it is probably not convenient for you to contact me considering I’m not in onsite yet, but as you can see from my CV I’m quite use to move around Europe so it is definitely easy to me to move there with a quite short-term notice. (1 -2 weeks notice).
I want to come to Budapest in order to further develop my skills, improve my CV, and broaden my professional and personal experience
I am a conscientious, reliable and loyal employee and am flexible and adaptable in my work.
I approach any job and undertake with enthusiasm and diligence. I am a very active and organized person who works well as part of a team and enjoys challenges; I also work well under pressure if the needs call for it. My belief is that since we spend the majority of our lives in the workplace, work should be a pleasant experience.
Multilingual Skills. Fluent in: English, Spanish, Portuguese. Italian native speaker.
If necessary, I would be glad to resend my CV or to provide any further information you might need regarding my application. I can be reached at the number above or my email address.
Thanks in advance,
I look forward to hearing from you
sincerely,
FILIPPO MICCICHÈ
Via Fleming 28, Parma.
0039-3292221224
Filippomicciche@hotmail.it