Service Desk Analyst/ German + English

The Service Delivery Service Desk Analyst is responsible for ensuring timely restoration of service for Dimension Data clients by managing requests (Incidents, Service Requests, and Events) through to successful completion.

In this position you will be required to:

• Receives Service requests via Telephone, E-Mail, Fax, Internet or through Monitoring
• Manages resolution of Service request
• Documentation of Service request and Incidents using a CRM-Tool
• External / internal communications
• Participate in the delivery of other managed services, this may involve tasks such as change implementation, change validation, problem or release management.
• Manage communication and call logging with vendors or 3rd parties where necessary in order to resolve issues.
• Monitor progress against customer SLAs using GSOA systems to ensure customer service levels are achieved.
• Ensuring accuracy and detail in SR Work History for handover and post incident escalations / reviews.
• Highlight errors/discrepancies in the customer data (CRM + Documentation).
• Maintain and develop skills/certifications as required to support Clients.
• Work according to the prescribed processes and procedures. Any deviation from the agreed service levels must be agreed with the customer and documented in the appropriate SR.
• Document and share appropriate knowledge within the GSC to reduce duplication and increase productivity.

Experience

• At least 2 years of professional experience
• Working experience in an European Call Center /Shared-Service Center is appreciated
• Basic knowledge in business administration and/or network-skills
• Willingness to work in a 24-7 shift environment- with special package of benefits:)
• Solid working knowledge of the Internet and IP.
• An understanding of SMTP, DNS , SNMP, DHCP and routing technologies.

Skills and knowledge

• Excellent customer service skills
• Good problem solving skills
• Strong technical skills across a variety of products
• Ability to prioritize & multitask
• Excellent interpersonal skills
• Competent written and verbal capability in German & English
• Additional language capabilities will be of benefit with any specific language requirements indicated during the recruitment stage
• Flexible and adaptable to meet the teams needs
• Sense of ownerships
• Ability to work under pressure
• Diligent, reliable individual with an eye to detail
• Tenacity (Can do Attitude)
• Excellent telephone manner

http://www.lmcg2.com/pd/1211065410?rps=183&source=10&exportID=0