German Speaking Service Desk Analyst - 27,500 euros per annum (Galway, Ireland)
Service Desk Analyst is to provide Level 1 technical assistance and support to the business' customers, in a courteous and efficient manner. Service Desk Analyst team is the first point of contact for valued customers and as such, is key to maintaining the business' brand with external customers
Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilizing email, phone, and other avenues when necessary.
Identify each customer's support and configuration requirements, set the customer expectation and resolve the customers' issue, delivering against the customers' expectations and your key performance indicators (KPIs).
*Provide technical support for all the company's labeled products and services to internal and external customers, with a primary focus on customers in the German speaking region.
*Provide the appropriate amount of feedback to ensure customers are fully informed.
*Ensure that all cases are resolved or escalated to the Level 2 Service Desk Team in a timely manner in accordance with Customer Service, service level agreements (SLAs) and individual KPIs, prioritizing caseload from oldest to newest.
*Ensure that all issues are logged accurately on the CRM system and that all cases are closed.
*Continually seek to identify new knowledge and contribute to the shared knowledge base.
*Support the Team Leader as required, enabling the expansion and growth of the company's support capabilities.
*Follow the company's best practice procedures, specifically in regard to escalating any security concerns or breach of security.
*Provide support on a shift basis, seven days a week.
*Private healthcare after 6 months of service
*Life Insurance from day 1
*Private pensions scheme after 6 months of service
*20 days of paid annual leave plus bank holidays
*Birthday off work cake
*Fridays drinks and food
*Referral Scheme valued in 900 euros
*Volunteering paid leave
*10% discount with Booking.com
*Paid study leave after 12 months of service
*And many more
If you feel that you are suitable for the role and are available for an interview please send your CV to firstname.lastname@example.org
Please be advised CVs will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond promptly to your application however, due to the high level of CV's we receive we are only able to respond to applicants whose profile matches our Clients requirements.