IT Service Desk - Process Associate -German

Responsibilities

• Answering phone calls in the mentioned languages, on a priority established by the team leader;
• Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
• Fixing IT problems (incidents) according to the Standard Operating Procedures (SOP) and process trainings;
• Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
• Sharing with all team members any knowledge obtained through end-user or resolver interactions;
• Attending training sessions;
• Arranging working schedule with colleagues flexibly, according to business needs.
• Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis;
• Providing assistance to new colleagues whenever possible;
• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;

Qualifications

Minimum qualifications

• Very good knowledge of Language German, min. C1.
• Communicative level of English.
• Good MS Office (especially MS Excel) knowledge.
• Analytical thinking and self-starter.

Encouraged qualifications

• Personal culture and client management expertise.
• High motivation and ability to learn.
• Ability to work under time pressure.
• What can we offer?
• Attractive salary.
• Stable job offer – employment contract.
• Various trainings (initiating, soft skills).
• Possibility of development.
• Benefits (Insurance, Luxmed, Multisport, Lunchpass card, additional vacation days, biking policy).

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