IT Service Desk Analyst with German/French/Italian/Spanish
Nr ref.: JO-1510-318472
Our client is a global leader in consulting, technology and outsourcing and next-generation services is looking for individuals who are fluent in German/French/Italian/Spanish and would like to pursue their career in IT.
About the Opportunity: IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level.
Responsibilities
- First point of contact for incidents and service requests logged by the end users
- Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms
- 1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices
- Prioritize requests and incidents based on impact and urgency by selecting severity level
- Escalate and coordinate unresolved tickets with the relevant technical teams located globally
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Creating and updating support documentation and Knowledge base articles to assist other support staff and end users
Required Skill Sets:
- Excellent Written and verbal communication skills in English and German/French/Italian/Spanish
- Excellent organizational skills
- Strong Active listening skills.
- Prior IT support experience – Managing incidents including business expectations and communication
- Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices and cloud based technologies
- Knowledge/experience with enterprise IT infrastructure will be an added advantage
- Knowledge of ITIL or similar IT Service management framework is an added advantage
What we Offer:
- Attractive salary reflecting your experience.
- Relocation support – 2 weeks accommodation on arrival.
- Free language courses.
- Lunch vouchers.
- Social and sports events organized by the company.
- Work in a modern office and friendly multicultural team.
- Training: You will be trained and certified in the new technologies, and would regularly undergo training on all of the latest updates.