German SpeakingIT Service Desk Agent

₱ 80,000.00 monthly Taguig, National Capital Region 12 January

Dencom 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
     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
     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

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