Service Desk Agent with German and English (part-time)

at  NTT Data

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Senior Service Desk Associate with German (Hybrid) to join our team in Bucharest, București (RO-B), Romania (RO)

KEY SKILLS

• Fluency in German and English
• Excellent communication and customer service skills
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Available for morning shifts

PREFFERED SKILLS

• University education, preferably a technical degree, or Microsoft certifications
• Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
• Experience in providing remote IT support

ROLE OVERVIEW

The Service Desk Senior Associate advises and assists German users 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, apply 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, to ensure that all online system problems are resolved in an accurate and timely manner