German Speaking - it service desk agentDencom Consultancy and Manpower Services

Description
Key Tasks and Responsibilities
 To provide 1st line technical support; answering support queries via phone and email, or
other communication solutions (Eg. Chat, self service Portal)
 Provide high level professional IT services in an efficient manner
 Maintain a quality business relationship with all customers
 Make effective use of procedural, informational, and technical documentation
 Share knowledge with other team members as appropriate.
Duties and Responsibilities
 To provide 1st line technical support; answering support queries via phone and email
 To maintain a high degree of customer service for all support queries and adhere to all
service management principles
 To take ownership of user problems and be proactive when dealing with user issues
 To log all calls in the ticket logging system
 Respond to enquiries from clients and help them resolve their hardware or software
problems
 Continuously monitor incoming customer contacts including those made by any of the
media available to transcosmos's customers
 Continuously monitor outstanding calls and ensure that provision is made in case of your
absence
 Support users in the use of computer equipment by providing necessary training and advice
 To allocate more complex calls to the relevant IT Support team member
 Ensure that all customer contacts are handled in a timely and effective manner and within
the Service Level Agreements laid down by transcosmos and transcosmos's customers
 Identify any service related issues and escalate to the Team Leader
Skills / Attributes Required
 >2 years IT Service Desk experience
 Vocational qualification (MCP or equivalent)
 University level education
 Fluent English
 Fluent second language
 Excellent customer service skills
 Excellent communication skills (both written and oral), with the ability to communicate
professionally and confidently at all levels
 Experience of using tickets logging systems
 Strong knowledge of Microsoft based operating systems and peripherals - such as desktop
and network printers/copiers.
 Experience with using and troubleshooting Microsoft Outlook within a network environment
(permissions, calendar sharing, delegation)
 Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS
Excel and MS PowerPoint - at least to version of Office 2010
 Good understanding of PC hardware set-up and configuration.
 Good personal organisational skills
 Good attention to detail
 Ability to empathise with customers
 Ability to effectively gauge urgency of incident / request
 Ability to build effective working relationships at all levels
 Excellent problem solving skills
 Ability to apply creativity to resolving incidents/requests
 Willing to work on shifting schedule
>Fluent in English and German
Requirements
Minimum education level: Bachelor ́s Degree
Language(s): Tagalog
Availability for travel: No
Availability for change of residence: No

₱ 80,000.00 monthly ·  Taguig, National Capital Region ·  8 October (updated)
Work type
Full Time