service desk analyst - dutch speaking in Praha

posted:
location
Praha, Praha
job type
Permanent
reference number
92351
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job description

Cégleírás / Organisation/Department

Our client is a global leader in the IT Industry. They have an office based in Prague.

Pozíció leírása / Job description

This role will accept requests from clients and they perform initial validation on the request by verifying contract information. Upon verification, they ensure the right classification and prioritization assigned to the request. They act promptly according to work instructions and ensure the right escalation to the next resolver group. This role is the first line contact for clients and they play a critical role in offering a professional service experience.

Key Responsibilities

1. Responsible for receiving, validating and logging client requests, capture the detail of the request and provide first line
support if required.
2. Ensure the correct escalation procedure is followed on all critical calls and requests and assist with analysing and
interpreting the request to ensure the correct categorisation and prioritisation.
3. Work closely with colleagues to ensure the swift resolution of faults and ensure the user is kept updated on the progress in
relation to the resolution of the fault.
4. Ensure all relevant documents related to the fault are maintained and keep accurate records of the fault, including the
client’s information.

Elvárások / Requirements

• Diploma or qualification in technology
• Fluent in Dutch and English
• 1- 2 years’ work experience
• 1+years’ experience required in call centre managed services / services delivery environment within a medium to large ICT organisation.

Additional information

As you would be essential in supporting clients you would be required to work shifts. Shift hours are from;

1. 8am to 5pm
2. 4pm to 12am
3. 11pm to 8am

Please be aware of this and indicate your preference for shift work in your application

Kapcsolattartó / Applications

Dorottya Szabó
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