Description:
The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Location: Hungary or Romania - Europe Are you willing to relocate to Europe?
Start Date:
January – 3-4 months’ Training and probation in South Africa Salary: R7 000 (in SA)Once Visa issued
Relocate to Europe Salary: +/- Euro 1050 (Euro 650 after Tax)Benefits:
Medical Aid Vacation Bonus 3.5% Daily Meal Tickets 20 days off
Key responsibilities
? Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
? Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
? Ensure that issues are resolved within ticket life cycle
? Co-ordination between users and resolver groups (if necessary)
? Incident handling and escalation management
? Work independently and within a team
? Communicate well with internal and external contacts
? Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
? Adhere to Tech Mahindra and client’s procedures, policies and guidelines
? All KPI related tasks must be followed & adhered to avoid business impact
? To ensure that breaks are pre-approved by SME, Team Leader or Manager
? Strong problem resolution skills
? Escalate unresolved calls to the resolution support team
? 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
? Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
Requirements:
Minimum High School Excellent communication skills in French (oral and written) Typing Speed – 30 words per minute Previous Customer Service Experience Valid work Permit Valid Passport Sense of responsibility Independent and customer friendly Certifications (Optional) ...