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Service Desk Agent/Customer Service -German Speaking

JSAN Consulting Ltd

Posted on Oct 6, 2021 by JSAN Consulting Ltd

England, United Kingdom
Customer Service
Immediate Start
£80 - £80 Daily
Contract/Project

Service Desk Agent:

100% Remote

  • Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
  • Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
  • Ensure that issues are resolved within ticket life cycle
  • Co-ordination between users and resolver groups (if necessary)
  • Incident handling and escalation management
  • Work independently and within a team
  • Communicate well with internal and external contacts
  • Manage multiple assignments simultaneously without any/minimal guidance or help from seniors or peers team members
  • Adhere to Tech Mahindra and client's procedures, policies and guidelines
  • All KPI related tasks must be followed & adhered to avoid business impact
  • To ensure that breaks are pre-approved by SME, Team Leader or Manager
  • Strong problem resolution skills
  • Escalate unresolved calls to the resolution support team
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Languages: German (Atleast C1)

Reference: 1348129662

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