Oferte

ASSOCIATE O365 - GERMAN SPEAKING, Location: Bucharest

04 Ian 2021, Bucharest

Consultant: Alexandra Busuioc

Our client is a multinational company specialized in providing technology solutions and services.

 

Requirements:

— 1+ year’s work experience in a Service Desk environment
— certification required is MS – 100 / MS – 101
— knowledge of ITIL Process Frameworks desirable
— exceptional interpersonal skills, with a focus on listening and questioning skills
— business professional written and oral German & English language skills
— friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
— ability to utilise the applications for Microsoft Office for support, reporting and documentation
— excellent oral and written communication skills
— ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired
— good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it
— ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
— creativity; ability to think around problems and come up with creative solutions is helpful
— ability to work with or without direct supervision

 

Responsibilities:

— primary responsibility is customer service; being present and available to clients requiring technical assistance
— respond to questions received through emails and calls
— learn the fundamental operations of the platforms which are being supported
— follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
— become familiar with helpdesk policies and services
— other duties as assigned by the Service Manager
— serve as the single point of contact for customers related to Microsoft Office 365 Cloud Support issues
— good knowledge of user account administration (Microsoft Office 365 / Microsoft Active Directory)
— develop technical knowledge of Microsoft Office 365 and other technologies as required
— take ownership and responsibility of an issues from start through to a successful resolution
— escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
— the Service Desk Engineer must ensure the support team members to close out their tickets properly
— develop sound understanding of IT operations and related applications as well as business related processes and procedures
— prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician
— field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
— perform post-resolution follow up activities to requests
— reinforce SLAs to manage end-user expectations
— maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

 

Only the eligible candidates will be contacted. Thank you for your interest!