IT Service Desk Analyst with German or French or Italian or Spanish

IT Service Desk Analyst

About the Opportunity IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level.

Minimum Eligibility Criteria

• Excellent Written and verbal communication skills in English and German/French/Italian/Spanish
• Prior IT support experience or IT education

Responsibilities

• First point of contact for incidents and service requests logged by the end users
• Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms
• 1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals
• Prioritize requests and incidents based on impact and urgency by selecting severity level
• Escalate and coordinate unresolved tickets with the relevant technical teams located globally
• 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
• Creating and updating support documentation and Knowledge base articles to assist other support staff and end users

Required Skill Sets

• Excellent Written and verbal communication skills in English and German/French/Italian/Spanish
• Excellent organizational skills
• Strong Active listening skills.
• Prior IT support experience – Managing incidents including business expectations and communication
• Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices and cloud based technologies
• Knowledge/experience with enterprise IT infrastructure will be an added advantage
• Knowledge of ITIL or similar IT Service management framework is an added advantage

What we Offer:

• Attractive salary reflecting your experience.
• Relocation support – 2 weeks accommodation on arrival.
• Free language courses.
• Lunch vouchers.
• Social and sports events organized by the company.
• Work in a modern office and friendly multicultural team.
• Training: You will be trained and certified in the new technologies, and would regularly undergo training on all of the latest updates.

Location: Brno

Work Status: Full-time