Service Desk Analyst - German Speaking (relocate to Prague)

* This role is based in our new Global Delivery Centre in Prague, Czech Republic and successful applicants would need to relocate. We will offer relocation assistance for successful candidates.

Dimension Data uses the power of technology to help organisations achieve great things. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD 7.4 billion, offices in 49 countries, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey. We’re proud to be the Official Technology Partner of Amaury Sport Organisation, organiser of the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka.

It’s a chance to become part of something superior.

The people we are looking for to join our brand new Global Delivery Centre are bold, different, and exceptional. We want people who take a different approach, with a driven attitude, an instinct to go beyond the ticket or challenge in front of them. You’ll be based in Prague – one of Europe’s most exciting, expanding capitals – working within a team of highly skilled colleagues. We are offering training and certification opportunities to ensure that we continue to deliver outstanding services across countries and clients; at the same time, this gives you a chance to broaden your skills and capabilities and be amongst the best in the industry.

Job Description
This role will accept requests from clients and they perform initial validation on the request by verifying contract information. Upon verification, they ensure the right classification and prioritization assigned to the request. They act promptly according to work instructions and ensure the right escalation to the next resolver group. This role is the first line contact for clients and they play a critical role in offering a professional service experience

Key Responsibilities

Responsible for receiving, validating and logging client requests, capture the detail of the request and provide first line support if required.
Ensure the correct escalation procedure is followed on all critical calls and requests and assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation.
Work closely with colleagues to ensure the swift resolution of faults and ensure the user is kept updated on the progress in relation to the resolution of the fault.
Ensure all relevant documents related to the fault are maintained and keep accurate records of the fault, including the client’s information.

Great working atmosphere in an international team
5 weeks of vacation
3 sick days per calendar year
Compensation of salary for temporary incapacity to work beyond the statutory wage compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
Contribution to the pension insurance
Contribution for public transport
Over standard health care
Meal tickets
Refreshment (coffee, tea, water on work) for free
Notebook and mobile phone including data tariff per company standards
Relocation Assistance

German language essential as you would be dealing with German customers daily