Service Desk Agent L1/L2 (Budapest)

Service Desk Agent L1/L2 (Budapest)
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Service Desk Agent L1/L2

About our partner: 

Our partner company provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications.

This colleague provides 1st and/or 2nd level 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.

Tasks:

Maintains direct contact with the client or ticket owner, is available for receiving calls/ e-mails/ tickets/ requests/ incidents and to answer them as soon as possible

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

Solves simple problems in connection with MS Office applications and the most common operation systems with the help of the knowledge base. In case of working in the telecom systems field, solves simple problems concerning networks and network components

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

Requirements: 

0-1 year experience in Service Desk

Be familiar with repair, analysis and measurement tools

Strong customer- and result-orientation

Team spirit

Good interpersonal and communication skills (verbal and written)

Basic understanding of easy to handle administrative tasks

Basic understanding of IT – Microsoft Windows and MS Office (Word, Excel, Power Point, Outlook only)

Social competency to handle also hard emotions

Good ability to handle stress

Language knowledge required in the different language required positions: Advanced English & German, Advanced English & French, Advanced English

Working in shifts: Business hours, night and weekends

Munkavégzés helye

Debrecen, Hajdú-Bihar

Budapest

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