Service Desk Agent with German

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 Cluj Napoca, Cluj (RO-CJ), Romania (RO)

KEY SKILLS

• Ideally 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 is an advantage
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Excellent communication and customer service skills
• Good Command of the German Language
• Fluency in English is a plus
• Availability to work in shifts

ROLE OVERVIEW

The Service Desk Agent 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, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on interpreting 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, to ensure that all online system problems are resolved in an accurate and timely manner