Service Desk Specialist with European Languages in Constanta

Service Desk Specialist with European Languages

Responsibilities:

  • Provide advanced first-level technical support to end-users and customers through various channels, including phone, email, chat, or in-person
  • Diagnose and resolve complex hardware, software, and network-related issues, ensuring minimal downtime
  • Prioritize and manage service requests and incidents efficiently in a ticketing system, meeting or exceeding SLAs (Service Level Agreements)
  • Act as an escalation point for junior service desk agents and provide guidance and mentorship
  • Create and maintain detailed documentation for common technical issues and solutions, and contribute to the knowledge base
  • Proactively monitor network and system performance, identifying potential problems and implementing preventive measures
  • Collaborate with other IT teams and specialists to tackle challenging technical problems and projects
  • Administer and manage user accounts, including access control and password management
  • Deliver exceptional customer service and handle difficult or escalated customer interactions effectively
  • Stay up-to-date with industry trends and best practices in IT support and share knowledge with the team
  • Conduct training sessions and onboarding activities for junior service desk agents and new employees
  • Participate in continuous improvement initiatives, suggesting enhancements to workflows and procedures
  • Adhere to security and compliance protocols, ensuring the protection of sensitive data and compliance with regulations
  • Provide technical expertise and recommendations for the improvement of the IT infrastructure and systems
  • Assist in evaluating and implementing new technologies and tools to enhance service desk operations

Requirements:

  • Around 2 years of experience in a similar position
  • Experience with Active Directory (experience Azure Active Directory would be an additional asset)
  • Knowledge of M365 applications and services
  • Ability to provide excellent client service
  • Experience with remote desktop tools
  • Ability to apply diagnostic techniques for problem troubleshooting
  • Strong communication and interpersonal skills
  • Ability to apply the best practices of information technology to troubleshooting activities
  • Good level of written and spoken English and one of the following languages: French, German, Spanish, Polish
  • Flexibility – work on shifts 24/7
  • Experience with Service Now or similar ITSM tool
  • ITIL methodology knowledge would be an asset

Expira: 08.03.2024

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