[Hiring] Service Desk @NTT DATA Services

Role Description

The Service Desk Senior Associate advises and assists users in German over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

• Manages customer interactions & records reported issues in the ITSM.
• Identifies issues, applies fixes, and investigates root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail.
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance.
• Participates in a supportive role by acting as a liaison between customers and departments within the organization.

Qualifications

• Excellent German (C1).
• Good English (B2).
• Excellent communication and customer service skills.
• Passion for solving complex technical problems.
• Availability for 4h morning shifts M-F (usually starting with 8 or 9 AM).

Requirements

• Customer/technical support and ticketing system experience (nice to have).
• Ideally University education, preferably technical degree, or Microsoft certifications.
• Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications.
• Experience of providing remote IT support is an advantage.

Benefits

• Competitive salary.
• Meal Vouchers.
• Regina Maria medical private insurance.
• Bookster.
• 7Card/Wellhub.
• 24 days of vacation.