L2 Service Desk Agent - Barcelona, España - NSC Global

NSC Global

Empresa verificada

Barcelona, España

hace 4 semanas

Publicado por:

Isabel García

beBee Recruiter

Overview:

Main purpose of job:

Providing 2st level German

English speaking telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.

To be a successful Service Desk Agent, the individual must be customer and service oriented, self-confident, and have an aptitude for ICT issues.

Responsibilities:

Main job tasks and responsibilities:

Records the incoming client requests orders or incidents , creates tickets.
Questions the client thoroughly in the interest of fault diagnosis.
Monitors the systems and creates a ticket when a defect is detected.
Processes the incoming tickets (e.g. from the helpdesk).
Identifies, diagnoses and categorizes the incident/ call/ ticket and determines priorities.
Changes user settings from distance if needed.
Forwards more complex problems to next level of support.
Updates client information and the ticket management system throughout the whole process, and logs information.
Tracks tickets and informs the client about its status.
Observes the expected service levels as stated in the contract.
Closes the ticket.
Reports to the requester of report at the requested frequency.

Qualifications:
Must be fluent or possess an advanced level in German and English.

Full training to be provided.