Service Desk - German Bilingual
Taguig, National Capital Region
Posted today
- Company:
- ADDFORCE Human Resource Solutions INC
- Company Description:
- ADDFORCE Human Resources Solutions Inc. is a Total Human Source Provider, offering a full wide- range and affordable One-Time Placement Staffing Services. Our vision is to share a common goal of building relationships based on trust and shared values to make us deliver on our belief that great people make great companies. We thrive for excellence by having keen attention to details and accuracy, committed to continuous improvement, monitor quality levels, find root causes of quality problems and act on them. Our Executive Placements Team builds customers confidence on our services by committing to increase customer satisfaction, set achievable customer expectations, assume responsibility for solving customer problems, solicit opinions and ideas from customers to target and achieve the best possible results. We are proud to have partnered with prestigious Multinational Companies from Manufacturing, IT and BPO, Consumers to name a few. Thru our Team of highly dedicated, experienced and customer-oriented Recruitment Specialists, we share your Goal of finding the right hire.
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 1
Job Description
Work Setup: Onsite
Schedule: Midshift
Years of Experience: At least 1 year of Service Desk Experience in providing End User Support
Responsibility:
The role of Senior Consultant - Service Desk Analyst is responsible for providing first-line technical support to end-users using both German and English languages. You will be the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system, professionally with speed, accuracy, and proficiency. The resource assigned is also expected to produce quality work aligned with the engagement’s protocols and policies. The role may be shared across engagements with similar projects and skills requirements.
• Resolving Level 1 technical issues: As the first point of contact, you are expected to address user inquiries received through phone calls, ticketing systems, and emails.
• Issue triage and Diagnosis: Receive, prioritize, and record incidents or requests. Gather information, analyze and investigate, and perform troubleshooting. Candidate should be able to at first point of contact at least 30% of issues and be able to determine when to escalate to the correct group. Handling all Priority Incidents and Service Requests effectively and efficiently.
• Managing multiple client accounts: Providing support to a diverse range of clients simultaneously.
• Maintaining accurate records: Ensuring all tickets are updated with comprehensive logs and activity details, creating and upkeeping knowledge base articles.
• User Training and Education: Assist end-users in utilizing IT systems, software applications, and hardware devices effectively by providing training, guidance, and self-help resources to enhance their technical proficiency and productivity.
Requirements:
• Technical Proficiency: Proficient in computer and technical skills. Able to perform tasks efficiently. Experience in providing both hardware and software support is a plus.
• Communication: Excellent written and verbal communication skills in English and German.
• Analytical & Problem-Solving: Strong analytical and problem-solving abilities.
• Process Mapping: Good process mapping skills.
• Customer Focus: Proactive, service-minded, and customer-oriented.
• Multitasking: Ability to multitask effectively.
• Interpersonal Skills: Excellent interpersonal skills, including empathy and verbal dexterity.
• Attention to Detail: Keen attention to detail.
• Knowledge Base: Ability to create and maintain knowledge base articles.
• Tools: have experience in providing remote desktop support, ITSM tools, and telephony solutions.
