Service Desk Analyst
Strong language skills in EN (German language skills are considered a plus)
Availability to work in shifts (Bank Holidays included)
Customer service oriented with excellent communication skills
Inquisitive and creative in problem troubleshooting
Process driven attitude
Individual and team work skills
Quality and result driven attitude
Hybrid work model
Monday - Friday
8 hour shifts from 7:00 till 23:00
The IT Service Desk Analyst role that we offer provides a great opportunity to learn and grow while delivering first level support to a very dynamic user community.
Your responsibilities will include the initial case assessment, case documentation, troubleshooting, resolution of basic incident with the support of IT knowledge articles and assignment of cases to relevant support teams.
You will engage with our users on a daily basis via phone, email, chat and tickets, ensuring that they receive the best support in dealing with the reported issues.
Your role, your mission, our team goal:
Single Point of Contact for all IT related issues for our user community
Act as first line in user communication for 2nd level support teams
Provide initial remote technical software & hardware support to users
Respond to user queries, providing timely resolutions/updates to issues
Log all related activities for each case received in the case tickets
Classify and make an initial assessment of incidents & service requests
Track and route problems & requests as well as document resolutions in case tickets as per available Knowledge Documents
Proactively handle secondary issues discovered while investigating a reported case and log case tickets accordingly
Deliver high end quality services to the business as a team as an individual
Work effectively in a shared model
What we offer:
Training to prepare you for the position
Growth opportunity within the department
Attractive benefit package
Exposure to a wide range of tools, systems and environments
Yoursoft Alternative offers IT services since 2009 with various core areas to both its international and national middle range and major customers.
IT services: Microsoft Services, Software Packaging/ IT Consulting, Business Consulting, Software Development.
In addition, we are also available to our customer in the areas of Application Compatibility Management and Security Management.
For more open oportunities visit us at www.yoursoftalternative.com