Service Desk Analyst-EN+GE
2014-11-05
SUMMARY: To ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures.
RESPONSIBILITIES:
• Following and applying agreed procedures in all aspects of work.
• Receiving requests for assistance from users in a pleasant and professional manner.
• Maintaining accurate log entries of requests with fault details and contact information.
• By adherence to escalation procedures, prompt allocating of unresolved calls as appropriate. Maintaining log entries and advising users of actions taken.
• Searching documentation and previous requests for assistance on related topics to establish possible solutions to calls. Documenting any findings in the call log.
• Responding to requests for assistance from users by providing information to enable users to solve their problems. Maintaining accurate log entries of contact with resolution details and follow-up information.
• Maintaining and reporting up to date and accurate inventory information on the organization’s IT assets.
REQUIREMENTS:
• Time Flexibility
• Ability to speak fluent English + German
• General IT background preferred
• Customer orientation within a multi-site operation with excellent customer relationship skills
• Commitment to teamwork and sensitivity to cultural differences are essential
• Strong drive to solve problems with good analytical and problem-solving skills
In case of interest, please don´t hesitate to contact Blanka Potáčková via e-mail: blanka_potackova@drill.cz
