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Help desk Agent
Experis
Place of work
Brno - City
Brno - City
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
- 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
- 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
Employee perks, benefits
- Medical care
- 5 weeks of holiday
- Lunch vouchers
- Shift uplifts
- 5 weeks of holiday
- Lunch vouchers
- Shift uplifts
Company on whose behalf the position is being filled
Information technology, computer programming, web portals
Currently, I am looking for someone, who will provide 1st 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.
Currently, I am looking for someone, who will provide 1st 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.
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Language skills
English - Intermediate (B1)
Personality requirements and skills
- Day & night shifts – Monday to Sunday
- ENGLISH ONLY SUPPORT - MUST SPEAK FLUENT ENGLISH
- EU citizens
- ENGLISH ONLY SUPPORT - MUST SPEAK FLUENT ENGLISH
- EU citizens
Advertiser
Brief description of the company
Experis is dedicated to connecting talented individuals with businesses and opportunities across a number of professional sectors, including IT, Finance, Engineering and Healthcare. We will work with over 80 percent of the Fortune Global 500 providing you access to a huge network of opportunities. Our consultants have deep industry knowledge and understand the challenges you’re facing. We’ll connect you to the roles that can help you accelerate your career.
The company is a holder of a licence to offer recruitment services.
The company is a holder of a licence to offer recruitment services.
Number of employees
50-99 employees
ID: 2761248
Dátum zverejnenia: 11.10.2016
2016-10-11
lokalita: Brno - City Pozícia: IT/Technical Support Specialist Spoločnosť: Experis