German Service Desk Agent

**Brief Job description**
- Provide 1st level technical support
- Service restoration
- Fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems
- Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures
- Executes transactions as per prescribed timelines

**Requirements**:
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**Analytical and Problem solving skills**
- Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
- Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
- Display ownership and accountability
- Quickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically
- 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
- Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
- Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
- Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
- Basic networking knowledge

**Time Management Skills**
- Being proactive and show the utmost respect for customer’s time
- Good time management, ensuring all contacts with customers add value
- Ability to Multitask

**Communication & Relationships Skills**
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
- Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

**Skills & Knowledge**
- Communicate at all levels
- Ability to work across organizational and professional boundaries
- Excellent verbal and written communication skills
- High level of interpersonal skills, including active listening and understanding
- Good organizational skills and ability to prioritize workloads.
- Work to tight deadlines / service levels
- Business etiquette
- Broad knowledge of IT products, services and terminology

**Aptitudes**
- Identification of problems and solutions
- Analysis of data
- Presentation of technical functionality to a non-technical audience
- Working knowledge of MS Office products
- Ability to work as pat of a team or on own initiative.
- Customer focused
- Proactive
- Self-Motivated
- Patient
- Innovative
- Flexible

**Job duties and responsibilities**

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- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner****:

- To participate in an on call rota, providing a 24 hours, first line support service to users
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail
- Update incidents with detailed and relevant information in a timely and effective manner
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
- Escalate an incident or troubleshoot tickets according to the company escalation processes;
- Ensure Customer Service Level Agreements are met or exceeded
- Respond to customer enquiries in a timely and efficient manner
- Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times

**Education and other requirements**
- Experience (12-18 Months)
- Willingness to work in rotational shifts
- Experience of at least 12 - 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
- Understanding of ITIL working practices
- Problem solving associated with a mixed computing environment.