Job Description Job ID# :
Job Category :
Position Type : Full Time
Details : As an IT Specialist, you will have responsibilities to provide the highest levels of customer experience as a Senior Help Desk Technician and Deskside Technician.
The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment.
In this new position, you will field customer calls, troubleshoot, document and resolve IT related issues. You will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met.
This position is intended to be responsible for a higher level of support and will also aid decrease the amount of walk-ups for onsite Deskside Technicians.
Primary responsibilities including but are not limited to :
Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow)
Troubleshoot hardware, software and network related issues
Provide restorative or maintenance actions to resolve end-user issues
Assist with documenting / rating knowledge based articles
Assist with special project work as needed
Escalate problems to the next level of support when necessary
Consistently meet or exceed advanced individual IT SD and customer service metrics required
Ability to work a 24 x 7 schedule required
Desired Skills :
Passion, ambition and drive to work in an extremely demanding customer service environment
Demonstrated ability to work under pressure
Outstanding communication skills and a distinct passion for service
IT knowledge or a completed apprenticeship
Outstanding customer orientation, i.e. ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
Excellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verbally
Ability to read and write English ticket reference information on Incident Platform
Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
Basic support knowledge of : MS Windows7 / Windows 10, MS Office 2007 / 2013, Internet browsers, Mobiles (iPhones, Androids) Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte)
Good judgment skills with a strong sense for urgency and attention to detail
Job Requirements Details : Requirements :
Minimum of five (5) years of Contact / Call Center / BPO experience, preferably in a Technical support program or accounts requiring technical focus.
General affinity for IT related topics with a strong desire to learn and ability to adapt quickly to change.
Basic knowledge regarding MS Windows & MS Office 2007 / Office 2013, Windows Active Directory
Proven Senior level Customer Service experience preferably in the technical support field, handling challenging and unique situations
Excellent verbal and written communication skills (English and German)
Solid documentation skills
Ability to complete special projects / assignments with minimal supervision
Team and customer-oriented attitude
Shift flexibility performing services for a 24 x 7 Global customer
Outstanding attendance and schedule adherence
Service Now experience is an advantage
Additional Note : The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.