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IT Service Desk - Process Associate -German

Praca
nie podano
Lublin

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  • Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;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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