HP Technical Support Analyst - Dutch speakers

Job Description:

The objective of the Technical Support Analyst is to resolve remote users IT problems by means of a first time fix or by dispatching for on-site support.

The Technical Support Analyst responds to clients requiring technical support.  Contacts reach the analyst via telephone, call handling systems or e-mail.

All applicants should be willing to work variable shift patterns on request.

Responsibilities:

To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site.  Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group.  Escalation and management of calls to agreed service levels. Excellent attendance and punctuality are required as well as adhering to all company policies and procedures.

Duties:

• Answer  contacts promptly and professionally
• Log/Validate all contacts Call Handling Database
• Resolve customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Invoke Escalation Procedures within defined time frames
• Work to achieve individual and team goals
• To comply/complete desk specific or adhoc request/tasks
• Mentor new hires
• Ensure Quality standards are adhered to in regards to both Cases & Calls
• Live documentation validation
• Protect confidential and sensitive information and materials
• Observe strict compliance to licensing, copyright and trademark legislation
• Accomplish other duties as required
• Pro-actively Seek support from escalation team via
• Escalate tickets to escalation team for validation and further escalation
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks

Candidate Profile:

The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment.  He/she will be customer orientated, enthusiastic, courteous assertive and motivated to take charge of both customer engagement and problem resolution.

He/she will be strongly team-focused with excellent customer service, telephone, oral and written skills. The candidate will be analytical with good trouble shooting skills, flexible and willing to work variable shift patterns.

Preferably the suitable candidate will also have a technical aptitude and a basic understanding of various hardware, software and Microsoft® operating systems.

Essential Competencies:

Customer Service and Communication:

• Experience in communication with customers.
• Ability to communicate effectively - oral & written.
• Ability to communicate effectively with different groups.
• Ability to follow specific processes and procedures.
• Demonstrates high level of customer satisfaction in previous positions.
• Experience on Process Managed Environment

Problem Solving Techniques:

• Ability to identify problems.
• Ability to apply analytical and investigative skills to resolve customer issues.
• Ability to handle challenging support situations.

Personal Interaction:

• Ability to convey knowledge to others.
• Ability to adapt to a changing environment.

Technical Requirements:

• Technical skill with Windows XP, Windows 2000
• Microsoft Office Suite
• Knowledge of printer hardware
• Knowledge of Local Area Networking
• Knowledge of Remote Access tools.

Experience:

NO experience required.

Training provided and paid.

Benefits:

Salary: 20.500€ per year + Performance Related Bonus + Relocation Package (if you are not in Ireland) + Gym + Canteen + Shuttle bus.

Contract Type: Permanent Full Time

Start Date: ASAP

Interested:

Send your CV to fatima.cobanogil@cpl.ie / 00353 1614 6078