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German Speaking - IT Service Desk Agent

IT Service Desk Agent

₱ 80,000.00 monthly ·  Taguig, National Capital Region ·  15 October (updated)

Dencom Consultancy and Manpower Services

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  • 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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Job summary

  • German Speaking

  • Taguig, National Capital Region

  • Company

    Dencom Consultancy and Manpower Services
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 80,000.00 monthly

  • Apply