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16.09.2020, Ref.#: SDAL1_EG
★★★★★ Service Desk Agent Level 1 with English and German, Processflows (UK) Limited - BRANCH BULGARIA
Месторабота София; Постоянна работа; Пълно работно време
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Service Desk Agent Level 1 with English and German

ProcessFlows (UK) Ltd – Branch Bulgaria is a rapidly expanding British Company with offices in Sofia.

We specialise in providing I.T. based solutions to a wide variety of Industries, Businesses and Local Council Departments based in the UK.
Our growing Managed Services Center in Sofia supports the business’ core functions while providing high-quality outsourcing and dedicated development services to clients.

We are now looking to recruit new members to join our Sofia office as Service Desk Agent Level 1 with English and German.

Responsibilities:
• Achieve all set targets and KPIs.
• Deliver remote support services in relation to all aspects of the services offered
• Work proactively and collaboratively with the Service Desk Agent Level 2 ensuring all relevant information is communicated clearly and effectively
• Keep up to date with new products, services and industry trends.
• Support the strategy for the Business Unit
• Follow all ITIL related governance and best practices
• Manage the incident resolution of any given service or product in-line with agreed SLA’s
• Ensure skill level is at a high standard to support relevant products and services
• Work with the Field based technicians and other team members to enable a truly collaborative approach to both internal & external customers.
• Ensure that you operate in a 100% compliance to company’s procedures and core values.
• Understand own actions in relation to data protection and security requirements and legislation
• Ability to work quickly and efficiently using own initiative to support the incident through to resolution
• Use of Knowledgebase articles to resolve incidents at first line
• Request creation of KDB articles to support future resolution via CSIP process

Applicant profile:
Fluent in German and English (added benefit also French)
Sound business acumen with a good understanding of the overall business and industry sectors.
Strong technical IT background and the ability to manage products and services technically
Overview understanding of networks, desktop support and all Microsoft suites
A solid understanding of products and services supported
Ability to create/demonstrate empathy with internal and external customers
Ability to deliver under pressure and to agreed deadlines
Experience in ITIL service delivery methods
Experience in service desk operations and toolsets to manage incident resolution
Understanding of all government legislation in relation to data protection and security

What we offer:
Good remuneration package with additional health coverage
Job specific training
Work in a multinational team of professionals across industries such as IT, Sales & Marketing and Customer Care
Be a part of a dynamic team of young people in a friendly work environment

Please note that only successful candidates will be contacted.


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