Service Desk Analyst (German)

HCL

Responsibilities/ Tasks

To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets and provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
Work on value adding activities such Knowledge base update and self-development.
To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases.

Daily Activities

Provide hardware/software/network problem diagnosis/resolution via telephone for end users customers
Route problems to internal support group
Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
Administer and provide User Access in various systems
Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions.

Education/certification

Bac+2

Key Skills Required

• Excellent communication and conversation skills (both verbal and written)
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times
  

Language Requirements:

• Excellent communication skills in German (oral and written)
• Knowledge of English and French at B2 level at least