IT Service Desk Agent

Position Overview
The Call Agent will provide day-to-day service to our customers by responding to all inbound calls (alerts, web and/or telephone traffic) promptly and to defined procedures.
They will resolve calls at the point they are received without referral, the need for further intervention or escalation (thus supporting the achievement of our contractual service commitments).

You are responsible for:
• Answer inbound customer calls, including detailed recording of the issue according to defined processes.
• Check if reported incident is covered by contract and also if caller information and address details are correct, then initiate defined actions.
• Transform tickets created by E-Mail into the Ticket system.
• Retrieve customer agreement on cost coverage, if no contract exists.
• Identify and escalate situations requiring urgent attention.
• Usage of predefined available solution trees to solve tickets and advise customer on appropriate action.
• Report on faulty master data if noticed.
• Provide detailed information on all performed activities to next appropriate level according to process definition. If incident is solved log all required debriefing information in the ticket according to process definition (incl. usage of service coder). In dedicated cases enter debriefing information from field services.
• Guide customer according to solution trees to solve incident. If not successful inform customer about next steps.
• Ensure high levels of customer satisfaction with individual calls.
• In dedicated cases provide briefing information to appropriate third-party provider.
• Observe technical or process problems at all times.
• Proactively inform Service Line Manager (e.g. team leader or supervisor) about potential problems and offer improvement suggestion, if possible.
• Frequently use the corporate knowledge base to find solutions and provide input for it.
• Activity planning for service technicians based on requests from "Service Line Managers". (Work planning).
• Service technician dispatching

• Salary from 1400 EUR/month gross depending on experience
• Annual bonus of 10% calculated on the basis of personal performance and company results
• Meal vouchers (worth EUR 4.50, paid in full by the employer)
• Supplementary pension insurance in the amount of 3% of the salary (after 6 months from the date of commencement)
• Notebook
• Mobile phone
• 20 EUR per month contribution to HO